What Message Does your Call Center Send?

Is Saying “Your Call Is Important to Us” Rhetoric or Reality?

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

Whenever I call a company, I pay close attention to what happens. You probably do too. I look for specific details that thrill me. I also look for areas that need improvement. And I especially note my overall reaction to the call. Did they delight me, treat me with respect, and leave me with a satisfied feeling? Or did I feel frustrated over their indifferent attitude, poor response, and haste to move on to the next call?

If I’m delighted, I look forward to my next call. If I’m frustrated, I don’t want to call again and will do anything to avoid it. Today’s results foretell future interaction.

call center

Every call center says, “your call is important to us,” but sometimes they don’t act like it. As agents breathlessly rush from one call to the next, they send the opposite message, that my call is an eruption to them and causes irritation.

In the healthcare industry, call centers rise in importance as a key means to serve patients and enhance their overall level of care. While the call center can’t replace in-person interaction with a trained healthcare professional, a good call center can certainly supplement it and serve as an invaluable resource to advance the overall level of care.

This, of course, depends on the call center agent delighting the caller, of giving focused, unhurried attention. They must fully and professionally address the reason for the call. However, a medical call center that leaves patients feeling frustrated, hampers the overall provision of quality care and lessens the chance of the patient calling back the next time they have a need.

In your medical call center make sure the phrase, “Your call is important to us,” is more than a slogan or a hollow promise. Make sure you show each caller just how important they are by how you treat them and how you serve them. That’s the message your call center wants to send on every call. That’s the way to make your operation be an indispensable part of the overall provision of healthcare in your community.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The January 2019 Issue



What Message Does your Call Center Send?

Is Saying “Your Call Is Important to Us” Rhetoric or Reality?

Peter DeHaan, publisher and editorBy Peter Lyle DeHaan, Ph.D.

Whenever I call a company, I pay close attention to what happens. You probably do too. I look for specific details that thrill me. I also look for areas that need improvement. And I especially note my overall reaction to the call. Did they delight me, treat me with respect, and leave me with a satisfied feeling? Or did I feel frustrated over their indifferent attitude, poor response, and haste to move on to the next call?

If I’m delighted, I look forward to my next call. If I’m frustrated, I don’t want to call again and will do anything to avoid it. Today’s results foretell future interaction.

Every call center says, “your call is important to us,” but sometimes they don’t act like it. As agents breathlessly rush from one call to the next, they send the opposite message, that my call is an eruption to them and causes irritation.

In the healthcare industry, call centers rise in importance as a key means to serve patients and enhance their overall level of care. While the call center can’t replace in-person interaction with a trained healthcare professional, a good call center can certainly supplement it and serve as an invaluable resource to advance the overall level of care.

This, of course, depends on the call center agent delighting the caller, of giving focused, unhurried attention. They must fully and professionally address the reason for the call. However, a medical call center that leaves patients feeling frustrated, hampers the overall provision of quality care and lessens the chance of the patient calling back the next time they have a need.

In your medical call center make sure the phrase, “Your call is important to us,” is more than a slogan or a hollow promise. Make sure you show each caller just how important they are by how you treat them and how you serve them. That’s the message your call center wants to send on every call. That’s the way to make your operation be an indispensable part of the overall provision of healthcare in your community.

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


Featured Sponsor: TriageLogic

TriageLogicTriageLogic is a leading provider of quality, affordable triage solutions, including comprehensive after-hours call center services and innovative online systems for use in both institutional and private practice settings.

In 2005, board certified pediatrician Ravi K. Raheja, MD and Charu Raheja, PhD, saw a need for accurate, reliable, cost-effective triage services in both hospital and private practice settings. After extensive research and investment in the development of proprietary triage software technology, they founded TriageLogic

TriageLogic creates leading-edge telephone medicine technology based on practical experience and a thorough understanding of the field. Whether a busy private practice in need of a phone triage system or a hospital seeking complete after-hours call center solutions, TriageLogic has a product to meet those needs.


Eliminate Patient Irritation over the Phone Automation

By Aaron Boatin

To cut costs, too many medical practices have made the error of scaling back what they allow their answering services to do for them. In place of a real, live human being, the cost-conscious doctor makes a mistake of forcing automation on their patients when they call.

Though automation may save a few dollars a day on an already-affordable medical answering service bill, the impact of automation on patients’ regard for their providers is devastating. Automation replaces human interaction with impersonal technology. When a patient calls hoping for a listening, empathetic ear, the last thing they want to encounter is an answering machine, voicemail jail, or endless prompts to press various digits, which invariably fails to get them to their desired destination.

And that’s for providers who try to mix automation with a live medical answering service. What about practices that force their patients into a 100 percent automated solution?

What’s a patient’s common reaction? They hang up in disgust. Yes, they may pick up the phone again, but they’re more likely to call another provider then to call their doctor’s office back. When this happens, the small savings of automation comes at the expense of losing the lifetime value of a patient.

Yes, medical answering services should offer automated solutions to their clients who need them, but these answering services should also steer their clients toward live services whenever possible. This is the best way to serve answering service clients and their patients.

Aaron Boatin is president of Ambs Call Center, a virtual receptionist and telephone answering service provider that specializes in serving the healthcare industry.  This article is adapted from the post “10 Ways Your Patients Benefit from a Doctors Answering Service.”


Healthcare Call Center News

Call 4 Health Announces 5th Annual User Conference: Call 4 Health announced details for its 5th Annual User Conference, January 16-17, 2019 at the Delray Beach Marriott. The intensive, two-day event will focus on customer service satisfaction, in which participants will acquire the essential tools, resources, and solutions necessary to manage and elevate their business’s healthcare footprint. Conference features include informative industry lectures, networking opportunities, and interactive discussion pods to bring businesses to the next level and beyond.

“The Annual User Conference is our way of equipping industry clients and partners with the influential tools they need to thrive in the healthcare industry,” said Joseph Pores, CEO of Call 4 Health. “This year’s schedule of training sessions, networking opportunities, and entertainment is sure to make the 2019 conference unparalleled.”

Call 4 HealthSponsors include 1 Call, Compass IT Compliance, Commonwealth Purchasing Group, Crown Castle, and BlueStream. For more information visit call4health.com.

1Call to Exhibit at HIMSS19 Conference: 1Call, the division of Amtelco that specializes in offering enterprise-wide communication solutions for healthcare organizations, will again exhibit at the 2019 HIMSS conference, taking place at the Orange County Convention Center in Orlando, Florida on February 11–15, 2019, booths 4549 and 1971. This year’s theme is “It’s All About the Why” to highlight 1Call’s commitment to deliver fast, secure, and accurate communications to help provide the best patient experience.

Demonstrations of their HIPAA-compliant miSecureMessages secure messaging app will occur at both booths to show how easy it is to send secure text, photo, audio, and video content. For more information on 1Call at HIMSS19, contact 1Call at 800-225-6035 or info@1call.com.


A Thought for Today

It is by character and not by intellect the world is won. -Evelyn Beatrice Hall

Save

Save

Save

Will You Help Us Get the Word Out About Medical Call Center News?

Please Tell Your Team, Coworkers, and Colleagues About Medical Call Center News

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

Medical Call Center News has a loyal group of subscribers. You appreciate our content and read most every issue. But our subscriber list also changes a bit from one issue to the next, with a 2.3 percent churn rate. Some people retire or move to other jobs, while new people join the industry or discover our publication. This is a constant reminder that the healthcare industry is undergoing constant change, perhaps more than any other industry.

Given these changes, our overall subscriber numbers stay fairly constant, but we’d like more people to receive Medical Call Center News. Will you do me a favor and help us get the word out?

Please take a few moments and think of team members, coworkers, and industry colleagues who might not be receiving Medical Call Center News. Will you please send them a quick email and ask them to check us out and subscribe?

As you may recall, subscribing to Medical Call Center News is a quick and easy process. We request four pieces of basic information and only require two: your email address and first name. To do things properly, it’s a double opt-in process, so once you submit your subscription information, you’ll receive a confirmation email. Just click on “confirm” and your good to go. It’s that easy.

And don’t worry. We won’t share your name or email with anyone or spam you. You may unsubscribe at any time, but if we do our job right, I don’t think you will.

That’s my request. Now it’s your turn. Please let your call center team, coworkers, and colleagues know about Medical Call Center News.

Thank you!

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The November 2018 Issue



Will You Help Us Get the Word Out About Medical Call Center News?

Please Tell Your Team, Coworkers, and Colleagues About Medical Call Center News

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editor

Medical Call Center News has a loyal group of subscribers. You appreciate our content and read most every issue. But our subscriber list also changes a bit from one issue to the next, with a 2.3 percent churn rate. Some people retire or move to other jobs, while new people join the industry or discover our publication. This is a constant reminder that the healthcare industry is undergoing constant change, perhaps more than any other industry.

Given these changes, our overall subscriber numbers stay fairly constant, but we’d like more people to receive Medical Call Center News. Will you do me a favor and help us get the word out?

Please take a few moments and think of team members, coworkers, and industry colleagues who might not be receiving Medical Call Center News. Will you please send them a quick email and ask them to check us out and subscribe?

As you may recall, subscribing to Medical Call Center News is a quick and easy process. We request four pieces of basic information and only require two: your email address and first name. To do things properly, it’s a double opt-in process, so once you submit your subscription information, you’ll receive a confirmation email. Just click on “confirm” and your good to go. It’s that easy.

And don’t worry. We won’t share your name or email with anyone or spam you. You may unsubscribe at any time, but if we do our job right, I don’t think you will.

That’s my request. Now it’s your turn. Please let your call center team, coworkers, and colleagues know about Medical Call Center News.

Thank you!

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


Featured Sponsor: Pulsar360

Pulsar360 provides carrier services and disaster recovery for medical answering servicesPulsar360, Inc. has served the telecommunications requirements of SMB to Enterprise business customers since 2001 and the medical call center industry since 2008.

Pulsar360 services over 160 medical-centric answering services, meeting their special requirements, which includes, at no additional charge: 20 percent burstable trunking; SIP trunking, toll free number and national network redundancy; and an infinite number of automatic fail over 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 desktop 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.

Pulsar360 and our other sponsors make Medical Call Center News possible. Please join us in thanking them for their support.


How Healthcare Call Centers Can Increase Patient Satisfaction

By Aaron Boatin

Doctors answering services have been around for a long time. But that doesn’t mean they’re obsolete. In fact, they may be more important now than ever before. Over time the medical answering service has continued to evolve to meet healthcare providers’ needs and their patients’ expectations. With an emphasis on the personal touch, a medical answering service applies the latest technology to their service offerings so they can provide best-in-class service to their healthcare clients.

As a result, a medical answering service is a critical tool for healthcare providers in the provision of medical services. This is due to the positive, always-available professionalism that a medical answering service has on a practice’s patients and callers.

In healthcare, providers face three challenges: offer a higher level of service, provide it faster, and do it for less. In this never-ending balancing act of quality, speed, and reimbursement rates, it’s easy to lose sight of the why.

Patients exist in the center of healthcare. Without patients, there would be no reason to practice medicine. Keep this in mind with everything you do and every decision you make. Patient satisfaction is the key to success.

However, that success doesn’t just happen during office hours. It extends around-the-clock, seven days a week. But how can you satisfy patients when you’re not in the office seeing them?

This is where a medical answering service comes in. They’re available 24/7 to interact with your patients and callers anytime of the day or night, whenever they happen to call. This might be during dinner, at 3 a.m. or during your commute to the office. It could also be on weekends and holidays.

Though there’s little you can personally do to enhance patient satisfaction outside of regular business hours, you make a smart move when you enlist the aid of a medical answering service. They can help keep patients as a priority and delight them every time they call by having a real person available to talk to them.

Aaron Boatin is president of Ambs Call Center, a virtual receptionist and telephone answering service provider that specializes in serving the healthcare industry.  This article is an excerpt from the post “10 Ways Your Patients Benefit from a Doctors Answering Service.”


Healthcare Call Center News

Technology Solutions for the Home Healthcare Industry: In addition to being a strategic partner with over 160 medical-centric call centers, Pulsar360, Inc. has partnered with MEDsys, provider of web-based home care and private duty care management solutions.

A key component is their electronic visit verification solution, “which is where we come in,” states Michael Dozier, president and CEO of Pulsar360. “Our customized interactive voice response application and highly reliable network integrated with their software provides mobile visit verification, integrated scheduling, payroll, and billing into one platform that is available every hour of every day.”

This customizable solution provides real-time data exchange to manage the check-in and check-out visit confirmation through IVR and GPS technology and the scheduling component. This also provides a security element for the agency and their staff.

Upon arrival at the patient’s home, the caregiver calls a toll-free number to clock-in and enters their MEDsys secure ID number, which automatically clocks them in. When their shift is over they call their toll-free number and enter their MEDsys secure pin. That clocks them out. The caregiver can also add the plan of care into the phone, which Pulsar360 updates in real time.

1Call’s 2018 Leadership and Training Seminar Report: The 1Call Division of Amtelco completed their most successful 1Call Leadership and Training Seminar to date. On September 18–20, 2018, healthcare customers, prospects, and Amtelco staff, gathered at the Park Hotel in downtown Madison, Wisconsin, to help clinics and hospital organizations enhance their enterprise-wide communications.

Customer attendees, representing hospitals from all over the United States, enjoyed presentations given by healthcare call centers who use 1Call’s products, such as Genesis, MergeComm, and miSecureMessages. These customer-led presentations proved beneficial to the healthcare communication and IT professionals in attendance.

Attendees learned how to improve efficiencies, eliminate errors, and enhance the patient experience from peer presentations. They also could speak directly to 1Call’s software development and implementation specialists to discuss how to solve some of their interoperability and communication challenges.


A Thought for Today

Every student needs someone who says, simply, “You mean something. You count.” -Tony Kushner

Save

Save

Save

Do You React to Today or Plan for Tomorrow?

How We Handle Each Day Prepares Us for the Next One

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

In the medical answering service and call center industry, there’s always more than enough to do to fill each day. Between staffing issues, client or caller crises, and technical problems there’s not enough hours to attend to them all. Given this pressure from the present, how can we ever prepare for the future?

Here are some thoughts about how to handle the workload at your medical call center.

Put Out Fires

The default mode of operation at most answering services and call centers is putting out fires. A problem arises, and we react. Sometimes more than one issue shows up at the same time. Then we triage them and handle the most pressing one first, hoping we can get to the next one before it’s too late. We do this from day to day, week to week, and month to month. It’s all too easy for this management approach to continue year after year. There must be a better way.

plan
Be Strategic

Wouldn’t it be better to control the day instead of letting the day control us? To do this, we need to plan. We must be strategic. This means we schedule our day, our week, and our month. We know what we will do each hour, and we don’t let anything distract us from it.

Seek Balance

Of course, having a rigid plan is idealistic. Though this strategic approach deals with what’s most important, it ignores the unexpected urgent things that are bound to come up. If all we do is prepare for tomorrow, who will take care of today? That’s where balance comes in. We need to balance putting out fires to being strategic, with reacting to being proactive.

To do this, make part of each day strategic and then allow the rest for reacting to the urgent matters that will crop up. This works best by blocking out an hour or two each day where interruptions are not allowed. I prefer first thing in the morning. Spend this time working on projects that will make your call center better. Focus on doing things today that will reduce the fires to put out tomorrow.

This is hard to do it first, but each time we’re successful it brings us one step closer to running our call center better and to do it with less stress. Are you ready to begin?

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The September 2018 Issue



Do You React to Today or Plan for Tomorrow?

How We Handle Each Day Prepares Us for the Next One

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorIn the medical answering service and call center industry, there’s always more than enough to do to fill each day. Between staffing issues, client or caller crises, and technical problems there’s not enough hours to attend to them all. Given this pressure from the present, how can we ever prepare for the future?

Here are some thoughts about how to handle the workload at your medical call center.

Put Out Fires: The default mode of operation at most answering services and call centers is putting out fires. A problem arises, and we react. Sometimes more than one issue shows up at the same time. Then we triage them and handle the most pressing one first, hoping we can get to the next one before it’s too late. We do this from day to day, week to week, and month to month. It’s all too easy for this management approach to continue year after year. There must be a better way.

Be Strategic: Wouldn’t it be better to control the day instead of letting the day control us? To do this, we need to plan. We must be strategic. This means we schedule our day, our week, and our month. We know what we will do each hour, and we don’t let anything distract us from it.

Seek Balance: Of course, having a rigid plan is idealistic. Though this strategic approach deals with what’s most important, it ignores the unexpected urgent things that are bound to come up. If all we do is prepare for tomorrow, who will take care of today? That’s where balance comes in. We need to balance putting out fires to being strategic, with reacting to being proactive.

To do this, make part of each day strategic and then allow the rest for reacting to the urgent matters that will crop up. This works best by blocking out an hour or two each day where interruptions are not allowed. I prefer first thing in the morning. Spend this time working on projects that will make your call center better. Focus on doing things today that will reduce the fires to put out tomorrow.

This is hard to do it first, but each time we’re successful it brings us one step closer to running our call center better and to do it with less stress. Are you ready to begin?

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


Featured Sponsor: TeamHealth Medical Call Center

TeamHealth Medical Call CenterWith twenty-two years of experience and eleven million calls from primary care physicians, specialists, hospitals, universities, health plans, and other healthcare organizations, TeamHealth Medical Call Center (THMCC) is a premier provider of medical call center solutions. THMCC serves more than 10,000 physicians, health plans, home health and hospice organizations, and employers.

THMCC is a cost-effective leader in reducing inappropriate or unnecessary utilization of healthcare resources, enhancing risk management, and increasing patient satisfaction, as well as promoting patient acquisition and generating referrals within a healthcare system. Their flexible services meet the unique needs and goals of healthcare systems, making them an invaluable client advisor.

THMCC is passionate about contributing to the success of their clients. They have their finger on the pulse of the changing healthcare industry and are creating and exploring new technologies to make their provider clients’ lives easier, providing analytics and reporting that positively position clients, meeting the consumer demands for service delivery, and bringing greater quality and cost containment to clients and the healthcare industry.

For additional information, visit www.teamhealthcallcenter.com or call 888-203-1118.

TeamHealth Medical Call Center and our other sponsors make Medical Call Center News possible. Please join us in thanking them for their support.


Is It Time to Expand Your Medical Call Center’s Services?

By Traci Haynes

The ever-changing healthcare environment has impacted medical call centers throughout the years. Historically, medical call centers were often a physician and service referral program to assist callers with finding a physician or service near them that offered the type of care or service they requested and during times that were convenient for them. Soon after, medical call centers began offering access to nurses who could assess the level of care needed and provide advice based on the information supplied by the caller.

The scope of service of medical call centers has expanded to include prescription refill lines, pre-admission and post-discharge communication, disease management programs, complex care management, health coaching, satisfaction surveys, and hospital transfers. Some medical call centers are now communicating with individuals via video technology.

Your organization’s strategic plan and corporate vision should guide expanded functionality of the medical call center. The medical call center has the potential to offer innumerable opportunities to improve information flow between patients, healthcare providers, hospital departments, health plans, and organizational decision makers.

Before planning for future expansion or growth, it’s important to review the status of your medical call center’s operating performance to determine operating efficiency, clinical quality, and customer service levels.

Important considerations include:

  • Leadership: Start with strong leadership that possesses the essential job qualifications and the vision to move the medical call center forward in alignment with the organization’s strategic plan and a fluid healthcare environment.
  • Medical Director Participation: Medical oversight is essential to the medical call center and includes reviewing clinical updates of the decision support tools, care plans, medication information, continuous quality improvement, and outcomes, as well as additional oversight based on the scope of service.
  • Performance Standards: Standards should address call management, documentation, communication, and professional development.
  • Staffing Mix: Considerations should include the appropriate mix of clinical and non-clinical support to manage the different types of interactions within a pre-determined timeframe.
  • Policies and Procedures: Written and approved policies and procedures should be updated and known by all staff members.
  • Welfare: Items to address include HIPAA, ergonomics, environmental factors, length of shift, and so on.
  • Security: Cover the physical safety of staff, as well as the security of the call center and systems.

Realization of the medical call center’s potential to support the organization’s goals and to provide optimal service often requires an assessment of current operations to recognize strengths and areas for improvement before implementation of future initiatives.

Traci Haynes, MSN, RN, BA, CEN is the director of clinical services at LVM Systems, Inc.


Healthcare Call Center News

Startel & Professional Teledata Complete HIPAA Assessment: Startel and Professional Teledata successfully completed their Healthcare Insurance Portability and Accountability Act (HIPAA) assessment. This marks Startel’s fourth and Professional Teledata’s first assessment for HIPAA compliance and reinforces the companies’ commitment to protecting consumer data and privacy. SecurityMetrics performed the third-party compliance assessment.

Following an evaluation of Startel and Professional Teledata’s offices, data centers, and software solutions, SecurityMetrics determined that the companies implemented policies and procedures to fulfill its obligations under HIPAA and Health Information Technology for Economic and Clinical Health Act (HITECH). Both companies received scores of 100 percent.

1Call Hires Brad Swift as a Contract Services Sales Manager: 1Call announced that the company is entering into a contract with Brad Swift to support healthcare organizations and their growing need to quickly have access to the newest 1Call software features.

Brad will help healthcare organizations get up-to-date with current technologies, assist with projects such as acquisitions and department mergers, and help with growth and future development. “Brad had a successful eighteen-year sales career with us in the past, serving our customers in Canada,” said Tom Curtin, president of 1Call. “Our customers will be able to outsource to 1Call to help get work done that they can’t find resources for.”


A Thought for Today

“Normal is the average of deviance.” -Rita Mae Brown

Save

Save

Save

%d bloggers like this: