Improve Your Call Center by Providing Ongoing Skills Training By Peter Lyle DeHaan, Ph.D. This year we’ll embark on a series of articles about how to move your healthcare call center forward to better meet the needs and expectations of your callers and patients. We’ll start by talking about providing your frontline staff with ongoing […]
Tag: Peter Lyle DeHaan
Having Great Content on Your Website Means Nothing If No One Can Find It By Peter Lyle DeHaan, PhD A few months ago we looked at SEO (search engine optimization) for telephone answering service websites. In that short column, we touched on the essential SEO elements: page or post title, description, and keyword or keyword […]
Increase Cash Flow by Shortening the Time Between Billing Cut Off and Payment Receipt By Peter Lyle DeHaan, PhD As we look at ways to be a responsive answering service, one critical, but too-often overlooked, the area is billing and collections. This affects cash flow and is a critical consideration in maintaining the financial viability […]
Working in a Medical Call Center is Hard, but Don’t Forget the Good Parts By Peter Lyle DeHaan, Ph.D. Have you ever left your call center and wished you didn’t have to come back? Of course, you have. Yet you return. Having this feeling means you care and prove you’re normal. Working in a medical […]
Look to Increase the Efficiency and Effectiveness of Instructing New Employees By Peter Lyle DeHaan, PhD Last month we looked at ways to streamline answering service agent hiring. Now that they’re hired, the next step is to optimize their training. For this initiative, we have two potential goals. One is to train better, and the […]
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Optimize Agent Hiring
Streamline Your Hiring Process to Realize Fast Results By Peter Lyle DeHaan, PhD Have you ever offered a promising job candidate a position only for them to decline because they already accepted a job with another company? I have. I took too long. Even though they claim to have preferred to work for me, they […]
Take Key Steps to Reduce Burnout and Increase Retention By Peter Lyle DeHaan, Ph.D. We hear a lot about work-life balance. This is extra challenging in the healthcare industry, as well as with call center work. The combination of these two areas in the medical call center results in a need to strive to achieve […]
Your Website Isn’t Finished Until It’s Optimized for Search Engines By Peter Lyle DeHaan, PhD If you have a website for your answering service, I suspect you’ve heard of search engine optimization (SEO). It’s a critical component of every website, assuming you want people to find you. SEO means that the content of your site […]
Provide Valuable Information Your Clients and Prospects Will Appreciate By Peter Lyle DeHaan, PhD In past columns, we looked at how to make your answering service website stand out and the main pages every site should have. Now let’s switch our focus to content. You know what to put on your homepage, services, get started, […]
Don’t Focus on the Angry Masses but Grab onto a Good Call Whenever Possible By Peter Lyle DeHaan, Ph.D. Working in a call center is challenging. Although it’s been a long time since I answered calls in one, I’m still aware of how hard it is. That’s because I’m now on the other end of […]