Healthcare Call Centers

Build a Strong Team for Your Medical Call Center  

Tips to Hire and Retain Top Talent

By Peter Lyle DeHaan, PhD

The key to success in any medical call center is people. Your staff is the backbone of your operation. But you know this. That’s why it’s essential to build a strong team.

Author Peter Lyle DeHaan, PhD

Here are some considerations to help you move toward this outcome.

More Then Compensation

The first thing most managers consider when it comes to hiring and retaining staff is the compensation. What you pay employees and the benefits you provide is critical to staffing success. But view this as a starting point and not the only factor.

If your compensation package is subpar or not competitive, you place yourself at a severe disadvantage. Though you can overcome inadequate pay by excelling in the next three items, you set before yourself a significant challenge to grapple with.

Instead start with an adequate base pay and offer expected benefits. This is the essential, but it’s only the beginning. Don’t assume you can hire and retain top talent merely by paying them more.

Physical Environment

Consider your facility. You’ve grown to accept your workplace as normal. It’s comfortable in its own way, and you overlook its flaws. Instead, scrutinize it with fresh eyes, as a job candidate or new employee would.

Is it clean? Is it inviting? Does it convey a topnotch operation or something less than the best?

The physical environment in which your staff works establishes the baseline for how they conduct themselves and the work they do. If you expect the best from them, provide the best work atmosphere. This is foundational if you want to build a strong team for your medical call center.

Culture and Mindset

Next, move your consideration from the physical environment of your facility to the attitudes and actions of your staff. What culture have you established in your medical call center operation? What is the prevailing mindset of your employees?

If they’re discouraged and don’t give their best, your new hires will follow their example. If your existing staff has a negative mindset and critical attitudes, expect your new hires to adopt it.

Establishing a conducive culture and positive mindset among your staff starts with you. Model what you expect. Many will follow your example. Others may need your encouragement or require training. Those who don’t comply—or won’t—are your weakest link. It’s time for them to leave if you have any hope to build a strong team to serve your patients and callers.

Professional Interactions

Call center operations focus on quality. Most talk about having professional interactions and many pursue this goal. Yet professionalism isn’t reserved for the patients and prospects who contact you.

Professionalism extends to your staff too. Treat them with respect, and they’re more likely to treat you with respect.

In this regard, the golden rule stands as an astute standard to follow: Do unto others as you would have them do unto you. This applies to everyone within your organization just as much as to everyone outside it, to those you’re called to serve.

Let this goal start from the inside, and it will be more apt to spread outside it.


To build a strong team for your medical call center, begin with your compensation plan. But this is just a starting point. Once you establish that foundation, build on it. Do this by providing a nice physical work environment, support it with a positive workplace culture and positive mindset, and cover everything with professional interactions with your entire team.

When you pursue these objectives, you’ll start to build a strong team for your medical call center. This won’t happen quickly but remember that anything worthwhile takes time.

Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.

By Peter Lyle DeHaan

Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.