Healthcare call centers articles by Peter Lyle DeHaan, PhD
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 […]
Training New Hires to Answer Calls Is Just the Beginning By Peter Lyle DeHaan, Ph.D. Every new employee needs some training before they are ready to process calls at your call center. The length of training varies from one operation to the next, but the inescapable fact is that training does occur. But in too […]
Consider Outsourcing to Better Manage Call Traffic and Increase Availability By Peter Lyle DeHaan, Ph.D. As your healthcare call center grapples to deal with more calls than perhaps ever before, you seek ways to maintain the service level you provide to callers. Ideas include using automation, increasing employee schedules, and hiring more staff. A fourth […]
Now Is the Time to Invest in Your Call Center’s Future By Peter Lyle DeHaan, Ph.D. Long gone are the days when all you needed was a telephone and a message pad to process calls. For decades call centers have relied on technology to increase efficiency and optimize results. And never has that been truer […]
Discover What Makes Your Call Center Unique By Peter Lyle DeHaan, Ph.D. What does your healthcare contact center stand for? How do you stand out in an industry with many options? Understanding who you are is the first step to determining your distinctive characteristics. But why does this matter? This is important because when you […]
While Still in the Pandemic Begin Planning for Post-Pandemic By Peter Lyle DeHaan, Ph.D. During the coronavirus pandemic, healthcare call centers stepped up to take a more prominent role to facilitate patient-facing communications. Though a few missteps may have occurred along the way as they forged into the unknown, overall they met the challenge facing […]
Discover How to Effectively Work in a Home Office, Whether Long-Term or Short-Term By Peter Lyle DeHaan, Ph.D. I recently celebrated twenty years of working from home. For the first year I divided my time between my home office and a traditional office. I followed that with a couple more years that included travel. But […]
Use a Quality Assurance Program to Improve Your Call Center By Peter Lyle DeHaan, Ph.D. In the last issue, we talked about improving your call center by providing ongoing skills training. Now we’ll continue the discussion by addressing a quality assurance (QA) program. In the call center industry, everyone’s talking about providing quality transactions. Quality […]
Take Steps to Meet the Healthcare Needs of Your Healthcare Call Center Staff By Peter Lyle DeHaan, Ph.D. I enjoy going to the zoo with family. We go several times each year. A special bonus are those opportunities to interact with the zookeepers and learn more about the animals under their care. During a recent […]
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 […]