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The September 2020 Issue



Provide Ongoing Instruction to Your Medical Call Center Staff

Training New Hires to Answer Calls Is Just the Beginning

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan-call center

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 many cases once this initial training is over, all intentional instruction stops. Too many call centers fail to provide ongoing educational support for their staff. 

Here are some areas to consider.

Follow-Up Training: Telling someone how to do something once isn’t enough. They won’t retain much of it for the long-term. The longer they work at your call center, the more bad habits they’ll pickup—either from themselves or from their coworkers. They’ll discover shortcuts that may appear to make their work easier but will end up circumventing the proper way you want them to do things.

That’s why existing employees need to receive periodic reminders of how you want them to do their work. Without it, they’re bound to veer from the path you put them on when you first trained them as a new hire.

Advanced Skills Education: After employees have learned the basics of processing phone calls and had some time to put their skills into practice in a real-world environment, now it’s time to add to their skill set. Teach them advanced customer service techniques that they can apply to their work. And even if you touched on these during their initial training, they lacked the framework to fully comprehend what you wanted them to learn. 

Now that they have experience taking calls, they’re ready to receive and implement more robust call-handling techniques. Once they experience firsthand a need for these advanced skills, they’ll be more likely to listen to your instruction and apply it to their work.

Technology Update Instruction: The final area for ongoing staff instruction relates to new and updated applications, software, and procedures. Don’t implement an upgrade or process and expect your staff to figure it out on their own. This wastes their time and increases their frustration level. Instead, offer relevant instruction to them before they encounter any change. 

Make Ongoing Education a Mindset: Too many call centers view training as a once-and-done necessity. They can’t figure out why experienced agents make basic mistakes, develop bad attitudes, or quit in frustration. In many cases being intentional about providing advanced training would have made the difference.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

 


Featured Sponsor: Pulsar360, Inc.

Pulsar360 provides carrier services and disaster recovery for medical answering services

Pulsar360 provides SIP trunking and disaster recovery solutions for medical answering services. Pulsar360, Inc. has served the medical call center industry since 2008.

Pulsar360 services over 170 medical-centric answering services, meeting their special requirements, which includes at no additional charge: 20 percent burstable SIP trunking; SIP trunking, toll free number, and national network redundancy; T38 faxing that meets HIPAA compliance regulations; carrier services; and an infinite number of automatic failover alternatives.

In addition, Pulsar360 offers hot-standby business continuity/disaster recovery solutions designed for medical call centers. If the call center’s premise system is down or cloud system is off-line, calls automatically failover and are delivered directly to operator desktops with calling party ID and customer name or account number. Also included are cloud-based IVR, multiple call queues, and skills-based routing when in failover mode.

With Pulsar’s SD-WAN offering they can provide QoS over the internet to their data centers. Their 24/7 internet quality of service monitoring and issue alerting, which includes scheduled VoIP quality tests with archived test results, insures they deliver the reliability to meet and exceed their customer’s expectations.


Tips for Telephone Triage Nurses to Reduce Stress

By Dr. Ravi Raheja

Telephone triage nurses work all hours of the day and night, with many staying at home and being more stationary throughout the day because of the pandemic. This can have a negative effect on your physical and mental health that in return can negatively affect your work. To stay motivated and keep energy levels up, here are some exercises to reduce stress on the body. 

Neck Stretch: This simple stretch helps loosen up the large upper back and neck muscle called the trapezius. It can ease tension, reduce stiffness, and prevent headaches.

  • Sit straight in your chair.
  • Without lifting your shoulder to meet it, try to touch your ear to your shoulder.
  • Use your hand to push lightly until you feel the stretch in your neck.
  • Hold for ten to fifteen seconds.
  • Repeat on the other side.

Shoulder Roll: Although not a stretch, this technique is another stress reliever. People often hold tension in their shoulders without realizing it.

  • Sit straight in your chair.
  • Roll your shoulders forward ten times. Take your time.
  • Roll your shoulders backward ten times as well.

Overhead Triceps Stretch: Your triceps is the muscle on the back of your upper arm that helps extend your arm.

  • Sit up or stand straight.
  • Reach your arm behind your head as if to touch the opposite shoulder, but let your hand relax where it falls, usually mid-back.
  • Place your other hand just beneath the elbow.
  • Gently pull your arm toward your ear so that you can feel a stretch. Do not try to pull it past your ear or force it farther than is comfortable.
  • Hold twenty to thirty seconds, then repeat on the other side.

Leg Lifts: You don’t make extensive use of your legs when seated. It’s easy to end up with aching or sleeping muscles when it’s time to stand. Leg lifts exercise the quadriceps, a group of muscles on the front of your thigh.

  • Sit straight in your chair.
  • Slowly lift one leg until it is straight out in front of you.
  • Hold for 5 seconds.
  • Lower your leg until your foot almost touches the floor.
  • Repeat fifteen times, then do the same with the other leg.

Calf Raises: This exercise requires standing up to be most beneficial, since it uses your own body weight as resistance. However, it works when seated as well. It is an exercise that works the calf muscles on the back of the lower leg.

  • Stand or sit up straight.
  • Slowly lift onto the balls of your feet, as if walking tiptoe.
  • Slowly lower your heels until they almost touch the ground.
  • Repeat thirty times.

Breathing: Sometimes telephone triage can be challenging, especially with emotional patients. It’s often important to stop between calls to put yourself at ease. Simple breathing exercises can help slow a racing heart rate, relieve tension, and increase brain functionality.

  • Sit up straight in your chair.
  • Inhale for five seconds, making sure to breathe slowly enough to enable the full five seconds but quickly enough to fully expand the chest. Try to use the diaphragm to inhale.
  • Hold the breath for three seconds.
  • Exhale for seven seconds. Again, do so slowly enough to use all seven but quickly enough to empty the lungs.
  • Repeat ten times, or as necessary.

Spending just a few minutes every day doing these exercises and tips can help improve your mental and physical health and keep you motivated during extended periods of time at home. Regular physical activity benefits both the mind and the body and can also reduce high blood pressure, manage weight, and reduce the risk of heart disease, stroke, and type 2 diabetes. They are all conditions that can increase vulnerability to COVID-19.

Dr. Ravi Raheja is the CTO and medical director of Triage Logic. Visit their Learning Center for more tips for telephone triage nurses.


Healthcare Call Center News

TriageLogic CTO Honored by Jacksonville Business Journal: Dr. Ravi Raheja was honored as one of the 2020 recipients of the Jacksonville Business Journal’s award for Technology Leader of the Year. The award recognizes local entrepreneurs who are making innovative contributions to the field of technology and the local economy. 

Dr. Raheja was honored as an award recipient for his role as CTO and medical director of Triage Logic. Drawing upon his background as a physician, Dr. Raheja uses his medical knowledge and patient experience to develop software that improves patient care. 

“We have dealt with the changes in healthcare and technology by constantly innovating and coming up with new related lines of business to our core competency,” said Dr. Raheja. “We have also formed strategic partnerships to expand our market reach. The most important thing we have done is stayed true to our vision of providing high quality healthcare to everyone everywhere.”

TriageLogic is a URAC accredited provider of technology-based software and services for remote patient monitoring and quality nurse triage telehealth solutions. TriageLogic is a leading provider of comprehensive medical call center software and services and innovative online systems for use in institutional and private practice settings. 

1Call Announces Virtual Leadership and Training Seminar: 1Call, a division of Amtelco, announced its 14th Annual 1Call Leadership and Training Seminar will be held virtually this year, September 14-17, 2020 via Whova, a virtual conference platform. It will be available for viewing after the event until September 25, 2020.

This year 1Call welcomes keynote speaker Shelley White, MS, CHAM, FACHE, director of patient access services for State University of New York (SUNY) Upstate Medical University, who will give a presentation titled, “Innovating Through the Pandemic.” Shelley states, “We played an immediate role in the hospital’s corporate response to the coronavirus pandemic. A COVID-19 hotline was established, and we took calls from multiple counties in our area.”

Educational sessions about streamlining care team communications, integrating hospital call centers with EMR providers, on-call scheduling, mass notifications, secure messaging, web-enabled communication tools, reporting and analytics, scripting, and more will be presented by Amtelco/1Call implementation specialists, software developers, project managers, and field engineers. “We can’t wait to meet online in September and share all of the new tools we’ve been working on to help healthcare organizations improve clinical communications to enhance patient care,” said Mike Friedel, 1Call’s senior vice president of sales. Learn more at 1call.com.

TriageLogic Plays Critical Role in COVID Telehealth: As the COVID pandemic evolved, TriageLogic saw call volume skyrocket and knew that systems and software would need to be put into place for healthcare institutions to assist with the increased demand in a remote care environment.

TriageLogic software solutions, which use the gold-standard Schmitt-Thompson protocols, had COVID protocols included to provide the latest standard of care as CDC recommendations evolved. TriageLogic implemented the COVID protocols in their system and on their call center software client systems. They also quickly set-up additional hospitals with a nurse triage software platform to allow their nurses to work remotely and assist in the screening of COVID phone calls.

Using nurse triage protocols in conjunction with doctor e-visits improves coordination of care and allows doctors to safely delegate responsibility to their nurses. TriageLogic software has recommendations for nurses to transfer to doctor telehealth visits when applicable. The software also enables the nurses to text or email custom information sheets to patients when scheduling their e-visit, so the patients are informed about the process and how to connect with their doctor.

Learn more at TriageLogic.

Email us updates about your healthcare call center for the next issue of Medical Call Center News.


A Thought for Today

“Joy is the best makeup.” -Anne Lamott

The July 2020 Issue



4 Reasons to Implement New Technology

Now Is the Time to Invest in Your Call Center’s Future

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan-call center

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 than right now.

Consider these four reasons to invest in technology for your medical call center.

1. Save Time and Increase Efficiency: Advanced technology can offer time-saving processes that will increase the efficiency of your staff. This means they can do more work in the same time or the same work in less time. If this is the case, you can perform an analysis to calculate your payback period. This is a great approach to cost justify a technology investment.

2. Provide Additional Services: Older equipment can limit the scope of services you provide, but an upgrade may allow you to increase the scope of what you offer to your patients or callers. Again, you can calculate the payback period of your investment.

3. Go Online: Many older systems are premise based, making it difficult to have a distributed workforce or to establish remote work sessions. The present need for people to work at home may never go away, and this development has accelerated the trend toward work-at-home scenarios. Your future may depend on having this flexibility, so make the move today to prepare for tomorrow.

4. Avoid Obsolescence: A final consideration is platform age. Sometimes you take a system as far as it will let you, and then it limits the service you provide to callers. If you’re trying to operate using out-of-date technology, you may not be able to cost justify the investment by calculating the payback period or present it as a strategic move to prepare for the future. But that doesn’t remove the fact that replacing an obsolete system is an essential move if you want to be a viable resource for your organization and callers.

Conclusion: Your call center may already have the best technology available. But remember that systems are always changing, and what’s best today won’t be the best tomorrow. Most call centers, however, have a platform with at least a few areas that need improving. Now is the time to plan to make that happen.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

 

Featured Sponsor: AccessNurse

AccessNurse

Access Nurse formerly known as the TeamHealth Medical Call Center, is the premier provider of comprehensive medical call center solutions, serving more than 15,000 physicians, healthcare organizations, federally qualified health centers, universities, and health plans across the country. 

AccessNurse provides clients with a wide range of cost-effective healthcare services such as telephone nurse triage, answering services and virtual front desk services, post-discharge programs, and hospital call center partnerships. They are an industry leader in reducing inappropriate or unnecessary utilization of healthcare resources, enhancing risk management, and increasing patient satisfaction. For additional information, visit www.accessnurse24.com or call 844-277-6312.


What Are Triage Levels?

By Dr. Ravi Raheja

Triage levels indicate the appropriate level of care for each patient depending on the symptoms they are experiencing and their medical history. These different triage levels can include dispositions such as “call 911 now,” “go to the emergency room,” “urgent care visit,” “primary care,” “telemedicine visit within 24 to 48 hours,” or more frequently “home care.” 

Determining the appropriate triage level in a quick, effective manor is critical for patient safety, peace of mind, and cost-effective care.

Patient Safety: It may be difficult for a patient who has a symptom to determine by themselves how dangerous their situation really is. A survey conducted by the American Heart Association shows that nearly one out of three adults had symptoms of a stroke but did not call for medical help. Some people tend to ignore symptoms because they are too busy or do not have easy access to a healthcare professional. But ignoring these signs and symptoms can lead to a worse outcome. In the case of a stroke, every minute is critical, and every minute lost can lead to adverse effects that may impact the patient the rest of their life.

Peace of Mind: When a patient is experiencing a symptom, they may also be worried about compounding issues such as the time of the day, other commitments, or the potential cost of care. A triage nurse will review all symptoms that the caller is experiencing, their medical history, and other concerns. The nurse will further assist the patient by creating a plan of care that is reassuring to the caller and provides an independent opinion.

Cost-Effective Care: Cost-effective care is critical due to patients who have high deductibles or who are a part of a self-funded company. Unneeded emergency room visits can run over $2,000 dollars. But on the other hand, not calling for medical help can have lifelong adverse outcomes. Determining the appropriate level of care can prevent a patient from any unnecessary costs or save their life.

Conclusion: Having a nurse triage system helps alleviate the influx of patients into the emergency room and can also be the determining factor to reach the best level of care for the patient. To properly separate a patient’s conditions into levels of severity, ask the right questions in the right order. 

TriageLogic is a URAC-accredited, physician-led provider of top-quality nurse telehealth technology, mobile applications, and medical call center solutions, all with the purpose of encouraging positive patient behavior and improving access to healthcare. Founded in 2006, the TriageLogic Group now serves more than 9,000 physicians and covers over 20 million lives nationwide. 


Healthcare Call Center News

AAACN to Host Virtual 2020 Conference: The American Academy of Ambulatory Care Nursing (AAACN) announced a 2020 virtual conference to be live-streamed on four consecutive Tuesdays beginning July 28, followed by extended on-demand access.

  • July 28, 11 am–6:15 pm ET: preconference sessions
  • August 4, 12 pm–5 pm ET: opening general session on COVID-19 and infectious disease; breakouts
  • August 11, 12 pm–5:30 pm ET: interactive Town Hall on COVID-19; breakouts
  • August 18, 12 pm–5:30 pm ET: breakouts; closing general session on mindfulness

Attendees can earn up to thirteen continuing nursing education (CNE) contact hours for the full conference, plus the opportunity for bonus CNE.

TriageLogic Helps Set Up Remote Triage Nurses: TriageLogic helped Baptist Health set up their nurses to work from home and triage patients remotely using their MyTriageChecklist software.

After identifying Baptist’s needs, in less than two weeks, TriageLogic had Baptist up and running, with nurses ready to triage patients with an organized, effective system.

MyTriageChecklist is a HIPAA compliant telephone nurse triage software to triage and document patient phone calls. The software includes Schmitt-Thompson protocols, which include COVID-19 protocols, regularly updated as the medical community learns as the disease evolves.

Amtelco Wins Top Workplaces 2020 Award: Amtelco received a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey, which measures fifteen drivers of engaged cultures critical to the success of any organization.

“My father, Bill Curtin, II, founded Amtelco in 1976,” said Tom Curtin, president of Amtelco. “We have always been family-owned and managed through multiple generations of our family who care for and understand our customers’ business.” 

Amtelco’s 1Call healthcare division began in 1997. Hospitals and businesses have used their miSecureMessages secure messaging app widely since 2011.

Email us updates about your healthcare call center for the next issue of Medical Call Center News.


A Thought for Today

“The power to command frequently causes failure to think.” -Barbara Tuchman

Now Is the Ideal Time to Consider What Happens Next

While Still in the Pandemic Begin Planning for Post-Pandemic

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

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 them, ramped up well, and processed more calls than ever. In the short medical calls, centers shined brightly.

Though the worst may be behind us, a long road of uncertainty still lies ahead. But as we catch our breath, let’s also look forward to past the coronavirus crisis to consider what healthcare call centers will look like in the future. They proved to everyone that they can adapt and do more to advance the provision of healthcare services. Let’s build upon this success.

In planning for what happens next, be it a return to normal, a new normal, or a continuation of the crisis, there are three questions every healthcare call center should ask.

1. What Went Well?

There is much to celebrate in how call centers acquitted themselves during this crisis. Note each one of your success areas. Document what contributed to each one and the steps taken to achieve those results. If we’re ever faced with a comparable situation, being able to build on what went well this time will help you to get to where you need to be next time faster.

2. What Could’ve Gone Better?

Next look at the snags that impeded reaching the desired outcomes as quickly as you would’ve liked. These can include redeploying to work-at-home scenarios, managing a distributed workforce, or having the needed policies and procedures in place. Begin working now to make sure these past roadblocks don’t become future inhibitors.

3. How Can You Be Better Prepared?

A common struggle that many call centers face is that their infrastructure didn’t allow the flexibility needed to allow for off-site work or to expand existing capacity. This could entail changes to software licensing or expanding infrastructure. In some cases, however, this might require replacing the on-site legacy system you have now with a more flexible, cloud-based alternative.

The one thing you don’t want to do is to return to business as usual and expect a crisis like this will never recur.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

 

The May 2020 Issue



Now Is the Ideal Time to Consider What Happens Next

While Still in the Pandemic Begin Planning for Post-Pandemic

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan-call center

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 them, ramped up well, and processed more calls than ever. In the short medical calls, centers shined brightly.

Though the worst may be behind us, a long road of uncertainty still lies ahead. But as we catch our breath, let’s also look forward to past the coronavirus crisis to consider what healthcare call centers will look like in the future. They proved to everyone that they can adapt and do more to advance the provision of healthcare services. Let’s build upon this success.

In planning for what happens next, be it a return to normal, a new normal, or a continuation of the crisis, there are three questions every healthcare call center should ask.

1. What Went Well?

There is much to celebrate in how call centers acquitted themselves during this crisis. Note each one of your success areas. Document what contributed to each one and the steps taken to achieve those results. If we’re ever faced with a comparable situation, being able to build on what went well this time will help you to get to where you need to be next time faster.

2. What Could’ve Gone Better?

Next look at the snags that impeded reaching the desired outcomes as quickly as you would’ve liked. These can include redeploying to work-at-home scenarios, managing a distributed workforce, or having the needed policies and procedures in place. Begin working now to make sure these past roadblocks don’t become future inhibitors.

3. How Can You Be Better Prepared?

A common struggle that many call centers face is that their infrastructure didn’t allow the flexibility needed to allow for off-site work or to expand existing capacity. This could entail changes to software licensing or expanding infrastructure. In some cases, however, this might require replacing the on-site legacy system you have now with a more flexible, cloud-based alternative.

The one thing you don’t want to do is to return to business as usual and expect a crisis like this will never recur.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

Featured Sponsor: LVM Systems

LVM Systems logo

LVM Systems develops and markets software and related internet products exclusively for the healthcare call center industry. Their primary niche is solutions that support nurse triage, disease management, patient transfer, and referral/marketing services, including consumer-centered internet products. They have proudly served this market for 30 years, with hundreds of healthcare organizations as clients. The company’s cornerstones are comprehensive software, outstanding customer support, and proven clinical content supported by Drs. Barton Schmitt and David Thompson. The LVM team also supplies implementation services, on-site training, phone, and remote-access support, network consultation, user conferences, customization of screens, and custom reports. Contact LVM at 480-633-8200.


Cyber Security in a Medical Call Center

By Bobby Bennett

With cyberattacks on the rise, what steps should a healthcare call center take to prevent falling victim? The first is to recognize it could happen to anyone. Do not equate small with safe. According to a 2017 Trend Micro online survey, 45 percent of small business owners believe they will never be a target. The cybersecurity firm 4iQ states in its 2019 Identity Breach Report that cybercriminals targeted small businesses with cyber-attacks at an inordinate rate in 2018—up 425 percent over the previous year. 

Ways to Prevent Cyber Attacks

  • Install, use, and regularly update antivirus and antispyware software on every computer used in your business.
  • Use a firewall for your Internet connection.
  • Download and install software updates for your operating systems and applications as they become available.
  • Make backup copies of important business data and information.
  • Control physical access to your computers and network components.
  • Secure your Wi-Fi network and make sure it is hidden.
  • Require individual user accounts for each employee.
  • Limit employee access to data and information. Also limit authority to install the software.
  • Regularly change passwords.
  • Consider two-factor authentication such as password and PIN.

The Federal Communications Commission provides a Small Biz Cyber Security Planner on their website.

Bobby Bennett is the western regional sales manager for Startel, Professional Teledata, and Alston Tascam, leading providers of best-in-class contact center solutions for healthcare and medical telephone answering service call centers. Startel’s Alston Tascam Division has created a stand-alone, vendor-agnostic secure messaging gateway which has integrations with some of the most popular secure messaging providers. Contact Bobby at bobby.bennett@startel.com or 800-782-7835.


Healthcare Call Center News

Implement Virtual Healthcare Call Centers to Address COVID-19: TriageLogic announced a quick-to-deploy and easy-to-use telehealth system with a virtual call center that hospitals, medical organizations, and health centers can use for patient care during the COVID-19 crisis.

As health organizations adapt to the coronavirus pandemic, they look for a system they can deploy quickly for staff and nurses to work remotely to set up doctor visits, answer patient questions, evaluate their symptoms, and determine who needs further evaluation by a doctor. Team members can communicate with their physicians and set up two-way video visits using secure, HIPAA-compliant texting options that do not require the use of a mobile app. This allows the remote hospital associates to set up and coordinate telehealth visits for doctors instead of in-person visits.

Visit www.triagelogic.com or email info@triagelogic.com for more information.

1Call Offers Free Licensing to Customers: 1Call, a division of Amtelco, announced the offering of free licensing to their customers during COVID-19. 1Call is offering free operator, supervisor, and call recording licenses to all customers to help with the increased call volumes because of the COVID-19 virus. They are also advising their customers on how to use their existing 1Call solutions during this crisis. 

This includes implementing a work from the home model using a concurrent licensing structure and free additional licensing offer, creating new custom codes specific to COVID-19, and using 1Call software’s inherent skills-based call routing tool to ensure specific calls go to the right operators.

For more information visit 1Call.com and contact them at 800-225-6035 or info@1call.com.

Protocols Updated to Cover Coronavirus: To address coronavirus concerns, Doctors Schmitt and Thompson have updated their clinical content protocols. The coronavirus protocols include appropriate questions to screen patients who may be at risk as well as dispositions based on symptoms and exposure. The protocols also have pertinent information from a public health reporting perspective to help prevent the spread of the virus. 

As the virus outbreak continues to evolve, TriageLogic will provide its clients with the latest information to allow for the best possible patient care.

Contact TriageLogic if you have questions about their protocols or if you would like their triage nurses to be available to answer your patient phone calls.

Email us updates about your healthcare call center for the next issue of Medical Call Center News.


A Thought for Today

“The more I think it over, the more I feel that there is nothing more truly artistic than to love people.” -Vincent van Gogh

Use a Quality Assurance Program to Improve Your Call Center

Use a Quality Assurance Program to Improve Your Call Center

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

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 call center work helps bring about quality healthcare outcomes, which starts with quality agent communication.

One essential step to keep the focus on quality is to have a quality assurance process. Most leading call centers have a QA program in place. Others plan to add one. And some had one but, in a rush to deal with the urgent, they put the practice on hold, which they later pushed aside.

Last are those call centers that don’t have a QA program, never did, and aren’t planning to. It’s time for this to change. Every call center that cares about its callers needs to put quality at the forefront of all they do, and a QA program is the surest way to accomplish that.

A QA program is a methodical system that regularly evaluates calls from each agent. These calls can be live or recorded. Regardless of the format, a trained quality professional evaluates each call according to established criteria. They then share the results with each agent, providing encouragement whenever possible, and offering constructive criticism when appropriate. The goal of a QA program stands to reinforce the positive and offer corrections to improve the not so great.

Successful QA programs have an established process they follow without fail. And most programs have dedicated a trained quality professional to administer the program. Conducting QA evaluations and providing immediate feedback are generally this person’s sole responsibility.

To start a QA program or restart one on hold, think small. This might be performing one call evaluation per agent per month. As the process becomes fine-tuned and the practice becomes routine, increase the frequency to twice a month and then weekly. Some established robust QA programs evaluate their agents much more frequently.

In addition to dedicating a person to do QA evaluations, another key is to secure agent buy-in from the onset. This starts before launching the program and continues as a QA professional provides feedback to each agent. The goal of each feedback session is to celebrate what the agent did well. Make it a positive experience that they can anticipate. Then add one area to work on. Eventually, some calls won’t warrant any suggestions for improvement at all. And that’s the goal of a QA program.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

 

The March 2020 Issue



Use a Quality Assurance Program to Improve Your Call Center

Tap a QA Program to Make Quality the Focus for Your Healthcare Call Center

Author Peter Lyle DeHaan-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 call center work helps bring about quality healthcare outcomes, which starts with quality agent communication.

One essential step to keep the focus on quality is to have a quality assurance process. Most leading call centers have a QA program in place. Others plan to add one. And some had one but, in a rush to deal with the urgent, they put the practice on hold, which they later pushed aside.

Last are those call centers that don’t have a QA program, never did, and aren’t planning to. It’s time for this to change. Every call center that cares about its callers needs to put quality at the forefront of all they do, and a QA program is the surest way to accomplish that.

A QA program is a methodical system that regularly evaluates calls from each agent. These calls can be live or recorded. Regardless of the format, a trained quality professional evaluates each call according to established criteria. They then share the results with each agent, providing encouragement whenever possible and offering constructive criticism when appropriate. The goal of a QA program stands to reinforce the positive and offer corrections to improve the not so great.

Successful QA programs have an established process they follow without fail. And most programs have dedicated a trained quality professional to administer the program. Conducting QA evaluations and providing immediate feedback are generally this person’s sole responsibility.

To start a QA program or restart one on hold, think small. This might be performing one call evaluation per agent per month. As the process becomes fine-tuned and the practice becomes routine, increase the frequency to twice a month and then weekly. Some established robust QA programs evaluate their agents much more frequently.

In addition to dedicating a person to do QA evaluations, another key is to secure agent buy-in from the onset. This starts before launching the program and continues as a QA professional provides feedback to each agent. The goal of each feedback session is to celebrate what the agent did well. Make it a positive experience that they can anticipate. Then add one area to work on. Eventually, some calls won’t warrant any suggestions for improvement at all. And that’s the goal of a QA program.

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.

 


Featured Sponsor: Call 4 Health

Call4Health

Call 4 Health is a leading medical call center with a genuine understanding of the patient’s perspective. Delivering compassionate commitment with quality medical solutions to their clients since 1997, Call 4 Health has a keen understanding of what it is like to face trauma and has developed a sound system to seamlessly balance professionalism with compassion.

Their call representatives understand the difficulties in facing traumas and coping with treatments as well as the emotional and financial strains those challenges present. With an altruistic approach they place patients and their families first. Compassion is more than just a word at Call 4 Health, it drives them. Customer service excellence is not something they just talk about. They deliver it every day.

To learn more: www.call4health.com or 855-244-3258.


9 Steps to Lead Your Team Through Uncertainty

By Kate Zabriskie

An effective leader will lead their team through change and do so with confidence that will inspire others. Here are nine tips to help lead your team through uncertain times:

1. Know That the Path Isn’t Always Linear: As a team deals with workplace change, it isn’t as simple as announcing it, adapting to it, and moving toward goals. It’s normal for employees to have shifting feelings throughout the process. Recognize and address these concerns as they arise is a healthy way to respond.

2. Identify Key Leaders: Identify team members with true leadership qualities early on. They will be crucial in helping to instill confidence and keep the team moving together toward the stated goals.

3. Construct a Solid Plan: Address changes in processes, products, and expectations of the staff involved. Creating and sharing a plan with your team will go a long way toward giving them a feeling of stability as they move forward together.

4. State Goals: Clearly define objectives and how you will support your team in meeting them. If employees don’t have a firm sense of what they should move toward, they may just . . .  move on.

5. Adjust as Necessary: Rumors abound during uncertainty. When your team is unsure, they will speculate. This can produce confusion, worry, and employees looking for new jobs. Be upfront and communicate with your team any information you have as soon as you can.

6. Acknowledge the Past: Changes may mean discarding the old ways of doing things. This can leave team members who worked on such projects feeling slighted. Highlight those projects and salute accomplishments, while at the same time leading the team into the new direction.

7. Disclose Challenges: Don’t hide problems when they occur. Share them with your team. They may have valuable input and will feel more invested in helping overcome obstacles.

8. Listen to All Concerns: Make yourself available and truly listen to your team. Sometimes, simply venting about the changes will help someone deal with what is going on. And other times, their insight could be invaluable.

9. Restate Performance Objectives: Clearly state any changes in performance objectives and reviews. Employees will want to know exactly what’s expected. This will allow them to focus on their own objectives and give them confidence as they move forward.

Summary: Change can be scary, full of surprises, and extremely challenging. But, if you have a plan, communicate effectively with your team, and move towards new objectives with confidence—and have a team that is committed as well—you can survive and even thrive in the new environment.

Kate Zabriskie is the president of Business Training Works, Inc. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised.

[Read Kate’s full article to learn more.]


Healthcare Call Center News

TriageLogic Offers Remote Patient Monitoring: TriageLogic applies its thirteen years of telephone triage experience to the emerging remote patient monitoring (RPM) market. As monitoring technologies continue to gain traction, the healthcare industry views RPM as a tool to help control the cost of care for those with chronic diseases such as congestive heart failure, COPD, asthma, and diabetes.

Monitoring devices collect enormous amounts of patient data. Each device has its own algorithm that flags abnormal conditions. Results from these devices appear on dashboards provided by the device company. A physician or their staff that’s monitoring multiple patients with multiple conditions spends a significant amount of time regularly reviewing every dashboard. This is time taken away from face-to-face patient care. “Most physicians don’t have the time or resources to monitor dashboards for multiple devices,” said Ravi Raheja, M.D., TriageLogic medical director and CTO. “TriageLogic’s resources allow physicians to do what they’re best at—spend quality face-to-face time with those who truly need medical intervention. We work closely with each physician group to ensure we understand their preferences and custom care plans for patients with chronic disease.”

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A Thought for Today

“Nothing great in the world has been accomplished without passion.” -Georg Wilhelm Friedrich Hegel