By Peter Lyle DeHaan, PhD When searching for an Internet service provider (ISP) I entered my address into the website of the most likely supplier. Four service options came up. I clicked the first, and it said, “Service not available.” I clicked the second, and it said, “Service available.” They appeared to be the same […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, PhD I’m a planner. I can’t help it. The problem is that things seldom go as planned. After a while, I began padding my plans for the unexpected. Sometimes the cushion was enough; other times, not so much. Consider air travel. I used to have the expectation that airline schedules were […]
By Peter Lyle DeHaan, PhD I have a love/hate attitude toward downloading monthly statements and invoices. I love receiving the information faster and storing it electronically. I hate the problems that come up, such as down websites, login frustrations, redesigned pages that seem to hide my information, and unavailable statements. And this doesn’t just apply […]
By Peter Lyle DeHaan, PhD With allergy season upon us, I recall when I realized I sneezed just like my dad. Not that there was anything wrong with how Dad sneezed, just that it was distinctive. At first, I chalked this up to heredity, but that wasn’t it. Instead, it was likely a byproduct of […]
By Peter Lyle DeHaan, PhD A friend recently switched his healthcare insurance. His new provider declared that his weight was an issue and charged him a premium as a result. His former insurer had done so too, along with the two before that. Each time he’d shrug his shoulders with an “Oh, well” attitude. This […]
By Peter Lyle DeHaan, PhD When I worked as a consultant, one healthcare call center client’s staff kept complaining, “People working in fast food make more than we do.” After hearing too many such complaints, I visited the seven fast-food restaurants within walking distance of the call center. The staff was wrong, but the misinformation […]
By Peter Lyle DeHaan, PhD We open 2016 with a new approach to AnswerStat. This occurred after consultation with our key advertisers and while keeping your needs in mind. First, what stays the same: We will continue to serve you, our loyal readers, with six issues a year. We will continue to have industry-relevant content […]
By Peter Lyle DeHaan, PhD With the new year often comes change. The first step to establish a change-oriented culture in your healthcare call center is to minimize employee fears towards change. Employees can accept change if: 1) the change is incremental or small, 2) they have a degree of input or control over the […]
By Peter Lyle DeHaan, PhD Does upper management consider your healthcare call center a profit center or a cost center? Are you under the control of another department, such as telecommunications, IT, or marketing? Who does your call center director report to? Does that person understand the critical role the call center plays in your […]
By Peter Lyle DeHaan, PhD As a consumer, I have a love-hate response to surveys. Often I dismiss them and feel guilty. Other times I take them and feel I’ve wasted my time. I group surveys into four categories: Market Research: The first type of survey is market research. Those who complete the survey have […]