Verify Key Information and Don’t Assume You Know the Answer By Peter Lyle DeHaan, PhD My first full-time job was repairing copy machines. One day, toward the end of my short tenure there, the new service manager shared his vision for the future of his department. The company had two product lines, each with its […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
Access Two Hundred Healthcare Call Center Articles Now in One Place By Peter Lyle DeHaan, Ph.D. For the past twenty years I’ve covered various aspects of the call center industry, publishing relevant trade periodicals. This includes AnswerStat, as well as our sister publication, Medical Call Center News. During these two decades, I’ve written over five […]
Failing to Prepare Is Preparation for Failure By Peter Lyle DeHaan, PhD Most medical call centers scrambled during the past year to adapt to ever-changing protocols. This includes adjusting to meet caller expectations, appropriately scheduling staff while ensuring their safety, and handling more calls than usual. As a result, a day-to-day survival mentality has emerged […]
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Who Signs Your Paycheck?
Knowing Who You Work for Helps You Do a Better Job By Peter Lyle DeHaan, Ph.D. Do you know who signs your paycheck? Whose signature is it that authorizes payment for the work you do? This, of course, is a theoretical question because most workers today receive their compensation electronically. It shows up in their […]
Work to Enhance Customer Service to Better Meet Caller Expectations By Peter Lyle DeHaan, PhD What does your healthcare call center do to improve quality interactions with your callers and patients? While some call centers have robust programs in place, others struggle with implementation or following through, and a few keep putting it off. Regardless […]
Discover the Right Balance in Agent Scheduling for Your Healthcare Contact Center By Peter Lyle DeHaan, PhD Some healthcare call centers only employ full-time staff. Others do the opposite and only hire part-timers. The ideal solution might be to balance a combination of both full-time and part-time agents. Full-Time Call Center Agents A key benefit […]
Make Sure Your Policies and Procedures Accurately Reflect Remote Work By Peter Lyle DeHaan, PhD In the past year, many healthcare call centers scrambled to adjust to ever-changing expectations and requirements to keep employees safe while continuing to work. Some call centers already had viable work-at-home protocols in place and a few were already 100 […]
How We Conclude This Year Will Prepare Us for What Happens Next Year By Peter Lyle DeHaan, Ph.D. This year continues to be a challenging one, more so than most others—perhaps any other. As we look forward to a new year in our healthcare call center, we turn the calendar with expectations of a better […]
Now More Than Ever, Take Time to Say “Thank You” By Peter Lyle DeHaan I’ve seldom been in a call center that wasn’t busy. Even the ones that weren’t quite as busy as others still had calls come in at a steady pace. And this was during normal times. What about the not normal times […]
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Serve Your Stakeholders
Understand Your Purpose in Working at a Healthcare Call Center By Peter Lyle DeHaan, Ph.D. You work in a healthcare call center. Why? The most basic answer is to receive a paycheck so that you can pay your bills. Though this is an essential motivation, earning a living will only take you so far in […]