Don’t Test Your Patients’ Patience, Use Specialist Call Center for Doctors Offices

In the past, most call centers were one-dimensional and specialist call centers were a rarity. The fact that there was a place to call was enough for most people. If the service was satisfactory, no one cared about anything else. However, in the recent times, call centers have evolved considerably. This change has come about due to a rise in competition between companies. Entrepreneurs are looking to provide best in class services to their customers as they consider it the defining factor, which can differentiate them from their competitors. Although this development is good for the customers, it has added more complexity in day-to-day call center operations. The complexity is even higher when we talk about intricate operations performed at call center for doctors offices.

Pressing Requirements for a Healthcare Call Center

Leaving your healthcare call center in the hands of amateurs is a recipe for disaster. However, this is often the case when you launch an in-house call center without hiring the right workforce. Unlike in other call center operations e.g. customer care and tech support, where a particular product/service requires support, healthcare call centers are all about people and hence, extremely difficult to run. Fundamentally, there are two exigent factors that make healthcare call centers so tricky to manage:

1.      There are many regulatory bodies that impose certain directives to ensure the information of patient is never compromised. For example, in the USA, Health Insurance Portability and Accountability Act (HIPAA) is responsible for laying down the rules. Any laxity in following the set regulations can lead to hefty fines and, in worst case scenarios, even lawsuits.

2.      As a healthcare call center directly deals with patients/patients’ friends or relatives, the sensitivity required for the task is high. Hence, the process of hiring agents and training them becomes extremely important. This poses great difficulty on an in-house HR and training department.

In case, you are not 100% sure that your training and HR departments can hire the right type of agents and train them well, you should never undertake a task as challenging as running an in-house medical call center. The ramifications of running a substandard call center can undo all the good work you have done in your core processes. And, you simply cannot afford to violate regulations as a single hefty fine can diminish your revenue. A better option is to employ inbound call center outsourcing solutions provided by an experienced vendor

How to Find the Right Call Center for Your Healthcare Company?

When you are looking for a call center for your healthcare company, then simply typing ‘call centers near me’ in the Google bar on your browser won’t be enough. You need to search thoroughly while keeping the below mentioned points in mind, if you want to receive good results:

1.      Experience in managing medical call center work – No matter how good and well-trained the agents are in a call center, if they are not trained while keeping the requirements of the medical field in mind, then you won’t get the desired results. Always look for a call center with certified agents that have worked on similar projects before.

2.      Reputation of the company – Before you handover your healthcare call center to a partner, you should check its credentials. See the reviews online and browse through relevant social media websites. Only when you are absolutely convinced about its reputation, should you handover the vital patient data to the partner. A vendor with big enough reputation will take extra care of your data as it has its credibility on the line. New operations may not have the desired sensitivity towards patients’ data, which may become a risk.

At Vcare, we have long-term experience in handling healthcare call center project. We offer our services at competitive prices. We can also help you improve your marketing strategy and increase sales with our inbound call center sales. 

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Created on Sep 4th 2019 10:13. Viewed 347 times.

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