Patient care is fundamental in crafting an experience that guides individuals on the path to health. Explore the benefits of achieving proper care and how to accomplish it.

Patient experience is becoming an increasingly central element in managing healthcare services. Traditionally, hospitals have focused on the objective quality of medical treatments, meaning the technical quality of the service.

However, today, the patient experience extends beyond the quality of treatment and encompasses all points of contact the patient has with the organization, from a call to schedule an appointment to information about surgery or wait times.

This aspect has become so crucial in the United States that there is even HCAHPS, a standardized survey of 32 questions known as an assessment of hospital users’ opinions on healthcare systems and providers.

Both this and other studies have shown that a good patient experience correlates positively with better outcomes at the end of treatment. For example, patients with positive ratings respond better to treatments one year after discharge. Additionally, the patient experience is related to compliance with medical advice and treatment plans, especially in patients with chronic conditions.

Moreover, although the patient is not a customer in a strict sense, they have the decision-making capacity to choose which hospital or organization best suits their needs, and their overall experience will be a decisive factor in choosing one over the other. The current focus of medicine must go beyond the technical quality of treatment and provide a complete experience that meets the patient’s expectations. This includes aspects such as empathy, wait times, and communication with administrative staff at these institutions.


A solution to many problems

Hiring a specialized call center can make the difference between a positive and a frustrating experience for patients.

The demand for attention in clinics and hospitals often exceeds the available staff to answer calls, emails, and chats. According to Neal Topf, president of Callzilla, “the patient experience is terrible when they have to wait a long time. People get frustrated and give up, or worse, they don’t receive the medical attention they need.” A specialized call center can significantly reduce these wait times, providing a more agile and efficient service.

Additionally, hiring and retaining customer service staff is increasingly difficult and expensive. Outsourcing solutions, on the other hand, can be “2 to 2.5 times less expensive than hiring someone onshore.” Furthermore, these types of call centers operate from regions where the cost of labor is lower, offering cost-effective service without compromising quality or decreasing response times.


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On the other hand, when working with extremely confidential and sensitive data, patient information security and privacy are crucial. “We comply with HIPAA training and certificates,” Topf assures. This ensures that all patient data is handled securely and in accordance with current regulations. Additionally, operators receive training in empathy and in appointment scheduling and logistics, improving the quality of service offered.

In a diverse country like the United States, offering support in multiple languages is essential. “Our service is multilingual, covering the most important languages ​​such as English and Spanish,” Topf comments. This allows patients to communicate in their preferred language, improving accessibility and overall satisfaction.


Benefits of having a health care call center

Implementing a call center doesn’t have to disrupt everything known by clinics and hospitals up to that point. “We use the appointment scheduling platforms of the clinics,” Topf explains. This means that it is not necessary to change current systems; operators integrate and use existing platforms, avoiding system duplication and simplifying the transition process.

A crucial step in implementation is the training of operators. According to Topf, integrating and launching a platform can take three to four weeks and includes “training agents in the use of systems and performance goals, as well as testing and launch.”

To ensure quality service, call center operators are 100% dedicated to each client. This means they do not share tasks with other clinics, ensuring an exclusive and personalized approach. “The productivity of a dedicated operator is between two and three times higher than that of a non-dedicated one,” the expert emphasizes.

A notable example is the case of a clinic that handles more than 100,000 calls per month. Thanks to the implementation of Callzilla’s solutions, “matching supply and demand conditions in an achievable and economical way was achieved, patient satisfaction increased significantly, as did the clinic’s operational efficiency.”

Implementing a specialized call center in the healthcare sector is a surefire way to transform the patient experience, reduce costs, and ensure regulatory compliance. With the experience and solutions offered by Callzilla, clinics and hospitals can improve their services and effectively and efficiently address the needs of their patients.

About the Author: Neal Topf

Neal Topf, a seasoned contact center expert, is dedicated to transforming customer experiences. With years of industry wisdom, he guides businesses to excellence. His articles provide actionable insights for live answering, tech support, appointment scheduling, and implementing automated services, ensuring unparalleled customer experiences and operational efficiency.