What you’ll learn
The healthcare industry is one of the sectors that is significantly benefiting from the professional implementation of call centers, particularly through outsourcing. As the demand for healthcare services continues to rise, healthcare providers often struggle to meet the high volume of incoming calls. According to a report by the Association of American Medical Colleges (AAMC), the United States is facing a shortage of healthcare professionals, with an expected shortfall of up to 139,000 physicians by 2033. This shortage exacerbates the challenge of managing patient communications effectively.
“If you manage or are a patient at a clinic or healthcare facility in the United States, you are likely aware that the capacity of secretaries and administrative staff is almost always overwhelmed by high demand. This creates a poor patient experience and quickly impacts the business negatively,” says Neal Topf, CEO of Callzilla.
Outsourcing call center services can alleviate this pressure by providing scalable and efficient solutions that improve patient satisfaction and operational efficiency. A study by Grand View Research highlights that the global healthcare outsourcing market size was valued at $297.4 billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 7.6% from 2021 to 2028, emphasizing the growing trend and necessity of outsourcing in the healthcare sector.
In this article, we will explore the costs and benefits of implementing call center outsourcing in the healthcare industry, and how to effectively integrate these services into your healthcare organization. By understanding these factors, healthcare providers can make informed decisions that enhance patient care and streamline operations.
Benefits of Implementing a Call Center in Healthcare Facilities
The healthcare market faces challenges that make it imperative to professionalize contact centers. First and foremost, patients do not call because they want to, but because they need to. They are often in a sensitive state, and waiting to be attended to can lead to frustration. Patients, the customers of the healthcare industry, typically lack comprehensive knowledge about the treatments they need, requiring higher levels of patience and understanding. Without this, patients might experience delays, hopping from one practice to another, which can lead to worsened medical conditions if their illnesses are not promptly addressed.
One potential solution to these issues is hiring more staff. However, this approach is time-consuming, expensive, and inefficient. It requires not only training personnel in medical specialties but also in how to interact with patients of varying ages, languages, and conditions through multiple channels such as phone calls, emails, and chats. This complexity increases the risk of high turnover due to the stress associated with these positions.
By implementing a professional call center, healthcare facilities can better meet patient needs, improve operational efficiency, and ultimately enhance the overall patient experience.
Outsourcing call center services offers several key benefits that address these challenges:
Why Outsourcing a Contact Center in the Healthcare Industry
Companies like Callzilla have been developing methodologies for years to make patient calls to healthcare centers more productive, beneficial, and satisfying. In other words, they effectively match the supply with the demand for patient care.
By implementing a professional call center, healthcare facilities can ensure that they are meeting patient needs efficiently and effectively, all while maintaining compliance with regulatory standards and reducing operational costs.
Here are some compelling reasons why outsourcing call centers in the healthcare industry is advantageous:
Tips for Better Patient Experience
It’s not just about knowledge, but also about empathy. Patients calling call centers seek a connection and need their questions thoroughly addressed.
“When we talk about call centers for healthcare, we talk about empathy,” says the CEO of Callzilla. “We practice extensively and hire the most suitable people to maintain meaningful conversations. Think about the elderly: they need to feel accompanied, and efficiency isn’t measured by short calls but by the quality of care.”, add.
Empathy is crucial. Understanding the emotional state of patients and responding with compassion makes a significant difference. Active listening ensures patients feel heard and understood, which builds trust. Clear communication is essential to provide comprehensive information and address patient queries effectively. Personalizing interactions to the patient’s specific needs, considering their age, condition, and language, enhances the care experience. Patience is key; taking the time needed to resolve each patient’s concerns without rushing, especially for the elderly, ensures they feel valued and supported.
Patient Touchpoints in a Healthcare Call Center
A healthcare call center interacts with patients through various touchpoints, each addressing different needs and concerns. Here are the key touchpoints:
- Appointment scheduling: Assisting patients in booking appointments with doctors and specialists.
- Transportation coordination: Some clinics offer transportation services, requiring coordination with logistics to arrange patient transport.
- Appointment rescheduling: Helping patients reschedule their appointments as needed.
- Appointment cancellation: Managing the process of canceling appointments upon patient request.
- Medical inquiries: Providing information and support for medical practices and procedures.
- Customer support: Offering general customer service to address patient inquiries and concerns.
- Medical billing support: Assisting patients with billing inquiries and providing support for payment-related issues.
How to Implement a Multilingual Call Center for Healthcare
It’s essential for call centers to be multilingual, with at least English and Spanish options. In healthcare, breaking down language barriers is crucial to ensure effective communication and patient care.
Typically, toll-free numbers (0800) can route calls to the appropriate language service. This can be achieved through intelligent menus or pre-configured settings if the patient’s language preference is known. Implementing such a system ensures that patients receive care and information in their preferred language, enhancing their overall experience and satisfaction.
It’s important for clinics to offer multiple communication formats to accommodate the diverse preferences of their patients. This includes phone calls, chat services, and emails. Among these options, phone calls remain the most important and preferred method, particularly for adults over the age of 62. This demographic often values the personal touch and immediate interaction that phone calls provide.
However, younger patients are increasingly favoring chats and emails for their convenience and efficiency. Chat services allow for quick, real-time communication without the need for a phone call, while emails offer a written record of the conversation that can be referred back to when needed.
The choice of communication channel often reflects the patient’s age and comfort with technology. Older adults may prefer phone calls due to familiarity and the direct human interaction they provide. In contrast, younger patients, who are more accustomed to digital communication, might prefer the flexibility of chat and email.
Moreover, some patients prefer the reassurance of speaking to a live person, especially when dealing with sensitive health issues, while others might appreciate the convenience and speed of automated systems or chat options.
How to Evaluate the Quality of Care in a Healthcare Call Center
Evaluating the quality of care in a healthcare call center is crucial to ensure patient satisfaction and continuous improvement. Here are some effective methods to assess the quality of service provided.
One effective approach is to generate an automated survey for patients to complete after their interaction with the call center. This survey can ask patients to rate their experience, provide feedback on the helpfulness and empathy of the call center staff, and suggest areas for improvement.
Another method is to conduct outbound follow-up calls after the patient’s appointment. These calls can gather more detailed feedback about the patient’s experience, including their satisfaction with the appointment scheduling process, the clarity of information provided, and the overall interaction with the call center.
Additionally, analyzing key performance indicators (KPIs) such as average handling time, first call resolution rate, and patient wait time can provide quantitative data on the efficiency and effectiveness of the call center operations.
Regularly reviewing and studying patient satisfaction metrics and feedback helps identify trends and areas that need improvement, ensuring that the healthcare call center consistently provides high-quality care and meets patient expectations.
How to Evaluate the Quality of Care in a Healthcare Call Center
Evaluating the quality of care in a healthcare call center is crucial to ensure patient satisfaction and continuous improvement. Here are some effective methods to assess the quality of service provided.
One effective approach is to generate an automated survey for patients to complete after their interaction with the call center. This survey can ask patients to rate their experience, provide feedback on the helpfulness and empathy of the call center staff, and suggest areas for improvement.
Another method is to conduct outbound follow-up calls after the patient’s appointment. These calls can gather more detailed feedback about the patient’s experience, including their satisfaction with the appointment scheduling process, the clarity of information provided, and the overall interaction with the call center.
Additionally, analyzing key performance indicators (KPIs) such as average handling time, first call resolution rate, and patient wait time can provide quantitative data on the efficiency and effectiveness of the call center operations.
Regularly reviewing and studying patient satisfaction metrics and feedback helps identify trends and areas that need improvement, ensuring that the healthcare call center consistently provides high-quality care and meets patient expectations.
Implementing a professional call center for healthcare offers numerous benefits, from improving patient satisfaction to reducing operational costs. With the growing demand for efficient patient communication, a multilingual, 24/7 call center can greatly enhance the overall experience and streamline operations. Companies like Callzilla specialize in outsourcing call centers, providing cost-effective solutions and trained professionals who excel in patient care.
Evaluating the quality of service through automated surveys and follow-up calls ensures continuous improvement and high patient satisfaction. The implementation process, taking just 3 to 4 weeks, includes comprehensive agent training, technical integration, KPI monitoring, and rigorous testing to ensure a smooth launch.
By choosing Callzilla, healthcare providers can leverage expert methodologies and dedicated personnel to achieve better patient outcomes and operational efficiency. For more information on how to implement an effective call center solution for your healthcare facility, contact Callzilla today and experience the difference in professional, compassionate patient care.
Costs of Implementing an Outsourced Call Center for Healthcare
Callzilla is a company specializing in call center outsourcing for various industries, and it has developed methodologies to improve patient care while reducing costs. Implementing an outsourced call center for healthcare involves several key cost considerations.
Firstly, finding the right person for the job is crucial. “We select the best professionals for each industry because the right person can be two to three times more productive than someone who is not dedicated,” says the CEO of Callzilla.
The costs of outsourcing call center services are generally 2 to 2.5 times less than hiring in-house staff. This significant cost reduction comes from several factors, including lower wages in different geographic locations and the efficiencies gained through specialized training and management systems.
Moreover, outsourcing allows healthcare providers to avoid the overhead costs associated with maintaining an in-house call center, such as infrastructure, technology, and continuous training. Instead, they can leverage the expertise and economies of scale that an established outsourcing company like Callzilla offers.
In summary, outsourcing call center services not only reduces direct labor costs but also enhances productivity and efficiency, making it a cost-effective solution for healthcare providers looking to improve patient care and operational efficiency.
How Long Does It Take to Implement a Healthcare Call Center?
Implementing a healthcare call center typically takes between 3 to 4 weeks. This timeline includes several critical steps to ensure a smooth and effective launch:
By following this structured approach, healthcare providers can ensure that their call center is efficiently implemented and ready to provide high-quality patient care from the outset.
