The Healthy Medical Call Center Now Available to Help Boost Staff Retention, Quality Service, and Patient Satisfaction Acclaimed call center author Peter Lyle DeHaan announced the release of The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction, the fifth installment in his much-admired Call Center Success Series. The book is now […]
Focus What You Do Based on What Matters Most to Your Patients Our call center platforms generate a myriad of statistics. The vast number of them is sure to overwhelm any manager, so we pick a few key ones to track. Common ones are average speed to answer, hold time, and abandonment rate. We also […]
Examine the Benefits and Disadvantages of Video Calling For years, some call center managers have looked forward to having video capability in their call centers. Others weren’t so open to video calls. And most agents have opposed it as well. Yet the past few years have prepared us, even conditioned us, to participate in video […]
How Healthcare Call Centers Can Fill a Vital Need for Patients Telephone triage is a great solution that meets the healthcare needs of many patients. However, though I write about telephone triage, I have no first-hand experience. Alas, there are no telephone triage services available to me—or at least none that I’m aware of. I […]
Telephone Triage Protocols One of the pioneers of telephone triage protocols is Dr.Barton Schmitt. His telephone triage clinical content for pediatrics is used by McKesson, LVM Systems, Epic, Intellicare, Fonemed, and United Health Care (Optum). Together that is over 400 call centers. The book form is used in an estimated 10,000 pediatric offices. With a […]