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Saturday 4 July 2020
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Core Benefits of Transforming the Healthcare Call Center:

Healthcare Call Center

Professionals providing Healthcare Call Center have vast experience in serving as an extension for medical programs by answering phone calls of the customers on a timely basis, tracking patient calls, scheduling appointments and lining them up and much, much more.

Here are 4 compelling benefits of Healthcare Call Center:

1. Centralized Platform for Customer Data;

To achieve a trusted provider status in the eyes of consumers and patients now takes more effort than ever before. An HCRM-enabled call center basically centralizes all data related to the patient, consumer, and provider. Also logs past inquiries and call center activities, which includes class and event registrations, provider referrals, campaign inquiries, and appointment scheduling requests. Agents have the data at their fingertips to provide highly-personalized patient experiences and the communication channels their customers prefer, with the help of complete 360-degree caller profiles.

2. Empowerment of Call Center Agents:

Every employee is both a cost as well as an asset to any organization, executives look at the bottom line – how are they contributing towards the business. An HCRM-enabled engagement center addresses this concern in 2 different ways. Firstly, as the agents are using the same HCRM as other marketing initiatives, it empowers them to act as true representatives of the organization and actively engages with patients and customers. Second, every call interaction is recorded and documented in the HCRM-enabled call center. This gives increased visibility into agent’s activity and the ability to correctly assign their contributions to conversions and revenue. With the help of these insights, marketing can convey the actual ROI of the call center to the C-suite.

3. Patient Engagement to Drive Revenue:

Delivering value in each patient interaction is the key to supporting patient engagement, retention, and acquisition. In order to develop patients for a lifetime, it requires engaging with the right customers, at the right time, in the right way. Providing personalization at every level of marketing leads to an increase in the likelihood of conversions. With the help of the right training and tools, call center agents, have strong caller profiles as well as data to guide each call, which allows them to address queries and inquiries quickly.

4. Integration into Multi-Channel Patient Journeys:

An optimized healthcare call center plays an important role in the journey of a patient  – which goes beyond reacting and fielding incoming calls and being a part of the overall marketing strategy as well as the organization’s growth objectives. When speaking directly to consumers or patients, call center agents are in a unique position to connect with them and also to encourage them to engage with the healthcare organization through different ways across various channels like web, social media, email, SMS, direct mail, and phone.

The healthcare call center plays a fixture role at hospitals and health systems and it always serves as an essential touch point for patients. Hence it is important to opt for and connect with a Professional Healthcare Call Center agent to get the above benefits.