Call centers are the face of hospitals and health systems, and most potential patients' first point of contact with the organization. They're also the source existing patients rely on for clinical navigation, logistical questions, appointment scheduling, and pre-registration.
But the role of call centers is changing, and next-generation contact centers have a host of new responsibilities. Read this brief to learn what they are, and how to meet them.
Traditionally, providers have relied on patient call centers as an engine to support volume growth goals and meet patients’ logistical demands. The face of hospitals and health systems, call centers are most potential patients’ first point of contact with the organization, as well as the source existing patients rely on for clinical navigation, logistical questions, appointment scheduling, and pre-registration.
Today, new forces are driving providers to look beyond purely volume growth goals. Risk-based payment models are pushing providers to improve disease management, medication adherence, and care coordination while reducing emergency department utilization and readmissions. Furthermore, the emergence of more discerning and cost-conscious patients and new convenient care options is challenging providers to improve accessibility to attract new consumers and drive loyalty amongst existing patients.
As providers adopt these new goals, next-generation contact centers are continuing, expanding, and adding functions to support provider responsibilities across the patient pathway.