Many organizations are evaluating centralized contact centers to help them tackle their overwhelming administrative tasks and improve patient access and satisfaction. A contact center must be able to handle a high volume of calls and deliver a consistent, high-quality patient experience in its role as a true extension of the in-office care team. The nature of centralization requires a contact center partner to be experienced in healthcare and to be capable of bringing disparate systems, cultures, performance metrics, reporting, and quality into a uniform patient interface.
Knowledge Management Systems
We developed a sophisticated knowledge management system that enables us to leverage extensive provider and practice information that is both personalized and centralized. The Patient Service Representative (PSR) views a screen that details a provider’s office data needed for registration and scheduling: appointment preferences, scheduling rules, demographics, special procedures, office location with local details, personnel contacts, appointment rules/protocols, and free-form comments.
Utilizing a sophisticated communications platform, our contact center features intelligent call routing, phone and transfer control that launches relevant knowledge tools and workflows, and call and screen recording for quality monitoring. Our platform also enables us to provide multi-channel access for patients looking to engage with us in a variety of ways.
Electronic Health Record Integration
As a healthcare company, we have developed our tools to complement EHR technology. We have particular expertise in aligning with the Epic platform, enabling our PSRs to work directly with the existing EHR to become a true extension of a provider’s office.
Workforce Management & Optimization
Our PSC makes extensive use of analytics in our workforce management and optimization. Managing operations and understanding shifts in call dynamics provides us the ability to continuously measure, monitor, and adjust to changes that can create an imbalance of resources.