Coming April 30, 2026

Transform Your Medical Call Center from Overwhelmed to Outstanding

Running a medical call center has never been more challenging. Staffing shortages, rising patient expectations, technological disruptions, and relentless pressure to do more with less create a perfect storm of operational stress. Whether you manage a hospital switchboard, telephone triage operation, medical answering service, or healthcare insurance call center, you need proven solutions that work in the real world.

60 Practical Prescriptions for Call Center Success

Call center veteran Peter Lyle DeHaan, PhD, delivers actionable strategies organized into seven essential categories:

• Leadership: Plan for tomorrow while managing today’s challenges, from compensation strategies to finishing each year strong.
• Management: Master metrics, evaluate success, empower staff, and optimize processes for maximum efficiency.
• Agents: Reduce burnout, provide meaningful training, celebrate achievements, and build a workforce that thrives.
• Quality: Implement effective QA programs, provide ongoing skills training, and deliver service that truly satisfies.
• Perspective: Align with your organization, increase visibility, build strong teams, and embrace your stakeholders.
• Patients: Improve patient experience, lessen frustration, enhance satisfaction, and adopt a patient-centric mindset.
• Tools: Integrate technology, implement multichannel access, leverage video, and prepare for emerging communication methods.

Real Solutions for Real Challenges

Each chapter tackles specific pain points you face daily: How do you cross-train agents effectively? Should you embrace work-at-home options? What metrics actually matter? How do you deal with angry callers? What about video capabilities? DeHaan answers these questions and dozens more with practical wisdom gained from decades in the industry.

For Every Medical Call Center Professional

Whether you’re a director, operations manager, supervisor, or aspiring leader, this comprehensive guide provides the roadmap for operational excellence.

You’ll discover how to create a change-oriented culture, coordinate with marketing, manage remote workers, provide multichannel access, and position your call center as an indispensable healthcare asset rather than a cost center.

Move from Crisis Management to Strategic Leadership

Stop putting out fires and start building a healthier operation. With insights applicable to in-house centers, outsourcing operations, telephone triage services, and medical answering services, this book meets you where you are and shows you the path forward.

Your prescription for call center excellence starts here.

Perfect for: Medical call center managers, healthcare operations directors, contact center supervisors, telephone triage leaders, medical answering service owners, healthcare administrators, and anyone responsible for patient communications.

Get your copy of The Healthy Medical Call Center today!