Many times, your patients’ first experience with your practice is via the phone. Additionally, ongoing patient interactions with your practice might be through the contact center (e.g., follow-up appointments, directions to practice locations, triage to medical staff, and billing). How these critical interactions are handled can mean the difference between acquiring and retaining patients or losing them. However, the quality of service provided through the contact center is not always given the same level of strategic focus and design as care delivery. This creates a disconnect between how patients are supported through your contact center and the care provided. In this session, the speakers will share a real-world examples of process improvements and strategies for increasing the performance of their contact centers.
Learning Objectives:
Discover the impacts of not prioritizing contact center performance on an organization’s revenue and the patient experience
Apply process improvements through the introduction of workforce optimization and technology in a contact center environment
Employ strategies for evaluating and improving the patient experience and physician satisfaction with patient support operations and more
