BPO outsourcing call centres are mostly the first point of call and contact for enquiries and resolving challenges that are being experienced by patients.By filtering calls and answering basic questions, hospital call centers help to alleviate staff and patient complaints. The operator decides the reason for the call when patients are referred to a call center. This prevents your employees from wasting time on the phone with patients to complete routine tasks.
BEST PRACTICES OF HOSPITAL CALL CENTER
Hospital call centers can be run effectively and efficiently, by the following practices.
HIPPA SECURITY PROTOCOL
Ensure the hospital call center outsourcing services follow professional ethics and guidelines to the later. Failure to comply with the lay down rules and regulation of the health insurance portability and accountability act HIPAA and other approved monitoring bodies by the government may cause the hospital in general a great misfortune it is therefore compulsory to comply to ensure secure communication in all hospital call centres.
Step to ensure secure communication network in a hospital call centre
- Authorised personnel only should have access to private communication from patient
- All communications must be accordance with national institute of standards and technology NIST standards
- All enquiry must be treated with urgency
If patients informations are not well managed by the Call Centre it can lead to patients not trusting the hospital and causing the hospital a great loss that is (the patients, referrals from the patient and penalties from HIPAA regulatory body)
HIRE THE RIGHT AGENTS
Good health is a very important aspect of one’s life; always make sure the right and well-qualified call center services agents are employed to the post of an hospital call centre provider. This can be achieved by outsourcing your hospital calls centre recruitment to a satisfied government approved call centre provider with HIPAA complaint. The agents of the hospital call center should have been trained on HIPAA and can handle patients information and data carefully without exposing patient information out of the hospital premises
HIRE MULTI-CHANNEL MULTILINGUAL SUPPORT
The world is Dynamic with different professions, races,religion, tribes, languages and beliefs. A well structured standard organised hospital contact center outsourcing to endeavour to accommodate and take good care of patients from all walks of Life background languages and geographical region using all forms of communication medium it is also very important to create multiple communication outlet which are easily accessible in language which are suitable to the patients
HOSPITAL CALL CENTER METRICS
These are procedures to be taken in order to have a systematic way of filtering and attending to patient calls. It gives an insight to the overall performances of the hospital contact center outsourcing services. Attend patients’ inquiries on time, in a polite, compassionate manner and find lasting solutions to all calls at first encounter.
All patients must be promptly attended to and answer all inquiries fast, speedily and efficiently without delaying the patients. Spend less time attending to each patient but do not be rude, answer politely in order to attain a high level of customer satisfaction. Hospital call centres must be well organised with up-to-date facility for attending to patients and keeping records Metric allows the hospital call center to know customers that are satisfied or not by given feedback and also a satisfied patient will always give referral to the hospital
A good hospital outsourced call center staff while attending to patient enquiries, should always put himself in the same shoes with the patient and also feel what the patient is feeling. By doing so, the hospital call centre staff will be motivated and this will also assist the agents to help relieve and resolve whatever ailments the patient might be going through.
ALWAYS SAY THE RIGHT THING
Be precise, always say what you mean, to make things better for the patient. If the communication is via a telephone, ensure you think it over very well before speaking to the patient on the other hand if the patient is with you in your office, always be attentive and listen to all the patients’ inquiries before responding and providing a resolution at the same time. Hospital call center outsourcing solution agents must always
- Avoid the use of negative languages
- Always build a relaxed atmosphere and strong patient relationship
- Provide relevant informations to patients
- Should always handle calls professionally
- Always encourage our patients and be optimistic
First patients should be well taken care of at all times irrespective of whoever they may be in the society. An hospital call centre agent office requires a greater amount of trust in order for a medical practice to allow a call centre agent to speak to a medical practitioner when answering a call for a patient. Hospital call centre agents are also saddled with the trust and responsibility to access patients’ electronic health record EHR system for appointment scheduling. Hospital management information system MIS should be such that it will be programmed to capture specific scripting and scheduling protocols. The hospital management information system in place must be structured to guide the hospital call centre agents through every process when communicating with patients on phone. Hospital call centre agents must be skillful and highly trained to function effectively. Also, hospital call centre agents must be conversant with the remote application system of their patient, and must be able to synchronise the remote application with that of the hospital call centre, to remotely log in to their system to easily assist the patient scheduling during calls.
In conclusion, hospital call centers serve patients by making them happy and staying healthy. Technology is very paramount in the hospital call center by using Outsourced IT support jersey for monitoring of software is important, so that patients can have an optimised experience.