Any business today thrives on providing excellent customer service and impeccable quality standards. With an intense amount of competition across all industries, the stakes are higher and no stones can be left unturned in providing anything but the best. This fact is all the more prevalent in the healthcare industry where the competition is intense and the need for quality service is higher than ever. To shoulder the burden and to focus on their core-competencies, many hospitals and healthcare businesses have started outsourcing their answering services to a third party vendor. However, did you know that you can not only delegate non-core tasks to these call centers but also use them as an extension of your business to provide world-class healthcare?
Look at it this way. When patients call in, the call center is their first contact with your brand name. If the agent on the other end of the phone satisfies their concern satisfactorily, then they will leave with a positive experience and vice versa. If you want to increase the patient’s confidence in your organization and make them choose you over others, then you can work closely with your Healthcare Call Center vendor and encourage personal engagement as well as improve their satisfaction levels.
Wondering how to do that? This article will tell you how!
Hire reliable healthcare agents
As the healthcare environment gets exceedingly competitive, the most prominent edge, other than providing quality care, is hiring good healthcare agents that can work their magic with their soft skills. They should understand the requirements of this industry to use their ability to transform a satisfactory experience to customer delight. They should be able to make each patient call as their first and service them with just as much enthusiasm. Trained call center representatives will be able to deliver these standards of service and take your brand reputation to the next level by working closely with the patient.
They should empathize more
Healthcare industry requires its support staff to empathize with the patient and understand what they are going through. By doing that, they will be able to provide a humanized solution to their problem and give them the assurance that they are in safe hands. This is only possible if the healthcare agents are knowledgeable about the processes and are compassionate towards their patrons. They are, after all, humans and not answering machines. Empathy is a very important step in the healthcare industry to provide the best quality care and build rapport with the patient.
Ensure patient satisfaction
Healthcare businesses such as insurance companies, hospitals, and health care service providers are always under constant pressure to improve each customer’s experience and somehow lead to delight. How your patient feels at the end of the call will determine your company’s success as well as its reputation. Patients who hang up the phone feeling satisfied will likely recommend your services to their friends and colleagues, either conversationally or through social media. The call center can really work towards facilitating satisfaction levels by ensuring that each call not just meets but exceed customer expectations.
Reaching out to patients
A call center should have a system in place that can allow them to reach out to patients, reminding them of healthcare appointments, potential risks, preventive care, referral reminders, etc. This will help your patients stay on top of their healthcare routine and also give you an opportunity to expand your business simultaneously. The more they are informed about their wellbeing, the better will be the outcome of their health.
Retaining existing patients
Any business knows that retaining old clients is much easier than bringing new ones into the fold. The healthcare call center can work towards providing patients and stakeholders with satisfactory services that can help retain customers and prevent them from looking elsewhere. This is possible by handling all the call issues with a knowledgeable approach. The call center agents should be trained in specific procedures as well as the needs of the business so that they know where to direct the patients when they call.
These simple methods will go a long way in securing your clientele and ensuring that the quality of care provided is nothing but the best.
Nancy Ahuja is a Fitness coach & Nutritionist and she is also an expert adviser of Doctors Answering Service in Westerville, Ohio