Six Strategic Advantages of Consolidated Health System Contact Centers
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Transcript of Six Strategic Advantages of Consolidated Health System Contact Centers
SIX STRATEGIC ADVANTAGES OF CONSOLIDATED HEALTH SYSTEM CONTACT CENTERS
GETTING TO NOW
5,700 Hospitals in the U.S.
50%More than
belong to merged healthcare systems
Physical: agents are consolidated into just one location
Technological: agents are physically in two or more locations, but infrastructure and technology are consolidated among locations
TYPES OF CONSOLIDATION
1. INCREASED STAFF SATISFACTION AND EFFICIENCY
• Provide more in-depth caller assistance
• Better training and support• Manage greater call volumes
while reducing workloads
The key is in implementing a unified infrastructure that can easily scale with changing
call volumes
2. IMPROVE RESPONSE TIMES TO CRITICAL CODES
• Consolidate all emergency response sources into a single call center function
• Eliminate reliance on manual information sources
• Streamline training
Consistency + Speed = Better Outcomes
SAMPLE CODE WORKFLOW: BEFORE
Manual Paging
Manual Phone Tree
Wasted Time
Unconfirmed Responses
BEFORE = 129 MINUTESTIME TO COMPLETE THE PROCESS:
START
RESPONSE TEAM• Cath lab staff • House supervisor• ICU shift
coordinator/nurses
• Attending cardiologist• Cardiovascular
coordinator• ER director• Cardiovascular director
• ER shift coordinator• X-ray/imaging
technicians• Lab technicians
Patient in cardiac arrest; ER nurse
initiates code
Caregivers rally to help patient
Over communicate to ensure proper response
Inefficient phone trees among 30
people
SAMPLE CODE WORKFLOW: AFTER
Patient in cardiac arrest; ER nurse
initiates the code
Caregivers rally quickly to help
patient
Staff automatically contacted on preferred
device
Operator initiates STEMI protocol;
kicks off notifications
Operator resolves any exceptions
Consolidated Infrastructure:• Logic for on-call calendar• Auto escalations based on
responses or non responses from staff
• Eliminates manual calling trees and messy escalations
BEFORE = 129 MINUTESTIME TO COMPLETE THE PROCESS:
START
AFTER = 68 MINUTES
3. ENABLE AGENTS TO HANDLE MORE DIVERSE RESPONSIBLITIES
• After-hours answering service
• Appointment scheduling• Cost and insurance
inquiries• Event registration• Physician-to-physician
referrals
4. ENHANCE SECURITY AND RISK MANAGMENT
A password-protected system maintains security while still letting staff log on anywhere
Call recording gives a record of how emergency calls are
managed
Audit trails allow retracing of
conversations
5. STRENGTHEN CUSTOMER SERVICE FOR PATIENTS AND FAMILIES
• Create a positive experience for consumers
• Have time to assist with specialized questions and requests
• Call on each other for support and guidance
6. IMPROVE TRAINING FOR NEW STAFF
• Include live listening and learning in onboarding
• Real examples of well-handled calls are the best ways to learn
• Provide opportunities for unofficial learning
EVALUATE THE CONSOLIDATION ROI
Document pre-consolidation service levels
Determine KPIs for your organization
Track improvements
over time
Key Performance Indicators (KPIs):• Number of full-time agents• Percentage of calls answered in specific
time frame
• Hold times• Length of calls• Training Costs
6 STRATEGIC ADVANTAGES OF CONSOLIDATED CONTACT CENTERS
Increased staff satisfaction and efficiency1
Improve training for new staff6
Strengthen customer service for patients and families5
Enhance security and risk management4
Enable agents to handle more diverse responsibilities3
Improve response times to critical codes2
LOOKING AHEAD
• Patients expect a more personalized, efficient, and responsive level of customer service
• The contact center serves as many customers’ first touchpoint with your organization
• New, innovative communications solutions reduce overhead and improve the caller experience
LET’S GET IN TOUCH!
Learn more:
CASE STUDIES VIDEOS
We’d love to hear from you!