By Peter Lyle DeHaan, Ph.D. We’ll never know if there was any connection, but when my son, Dan, was playing college hockey, he began experiencing lower back pain. The common advice to “take it easy and rest” was not helping, so we embarked on a more intentional course of action, pursuing every nonsurgical recommendation provided. […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
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Call Center Collaboration
By Peter Lyle DeHaan, Ph.D. During uncertain economic conditions, it is critical for healthcare call centers to explore ways to bolster their revenue stream or insure their ongoing existence. One option is to collaborate with another call center or health organization towards their mutual benefit, such as a medical answering service working with a nurse […]
By Peter Lyle DeHaan, PhD This week I received my quarterly health insurance bill. Boy, was I in for a shock! It showed a 49 percent increase in my premium. Convinced it was in error, I naively called the company’s call center to get it corrected. The rep was nonchalant about the whole thing, acting […]
This week I received my quarterly health insurance bill. Boy, was I in for a shock. It showed a 49% increase in my premium. Convinced it was in error, I naively called the company’s call center to get it corrected. The rep was nonchalant about the whole thing, acting as though a 49% increase was […]
Categories
Allergy Season
By Peter DeHaan, Ph.D. With allergy season upon us, I recall a strange realization from a couple years back – after I sneezed. I noticed my sternutation sounded 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, […]
By Peter Lyle DeHaan, PhD Some healthcare contact centers go from day to day, month to month, and year to year without ever giving a thought to the often incapacitating evolution around them. Things get squeezed in here, hooked up there, and stacked on top of, until routine work becomes an illogical series of unneeded […]
By Peter Lyle DeHaan, PhD The Twelve Step program, developed by Alcoholics Anonymous to help people struggling with alcohol addiction, has been extended to address a wide range of destructive, compulsive behaviors. Key applications include drugs, food, sex, gambling, and smoking. Many individuals struggling with health issues prevalent today could benefit from practicing the Twelve […]
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A Positive Perspective
By Peter Lyle DeHaan, Ph.D. Having just returned from an industry convention, I, like every traveler, have many travel stories; here are three: Once, while awaiting my connecting flight to return home, an announcement grabbed my attention, “Now boarding all rows, all passengers; this is the final boarding.” That’s strange; I had apparently tuned out […]
By Peter Lyle DeHaan, Ph.D. With the unemployment rate remaining high, call centers find themselves in a “buyer’s market” when it comes to hiring agents and support staff. There are plenty of people looking for work, which results in more applicants to pick from for each opening. High unemployment also serves to limit the mobility […]
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The Art of Follow-up
By Peter Lyle DeHaan, Ph.D. Valuable lessons can be learned from many sources. For example, the demeanor of salespeople can provide insights for the healthcare industry and the call centers that serve them. A couple years ago, I was researching software specifically developed for magazine publishers. It promised to streamline and integrate operations, as well […]