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How to improve customer satisfaction in a healthcare call center

Terri Phillips   |   Sep 14, 2021

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The traditional idea of a call center is a functional team that answers questions and keeps track of information. But it has become so much more than that.

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The world around us is changing, and so are the needs and expectations of our customers within the healthcare industry.

The services we provide through healthcare call centers should ensure that our customers will want to come back, time and time again. A happy customer is a loyal one, and those that have a great experience are more likely to return – and tell others!

Depending on your business model, you may hire a third-party provider who will take care of call center operations. The question is, how can we improve customer satisfaction in a competitive market, and what will take your business to the next level of customer care?

Ways to improve customer satisfaction in a healthcare call center

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Choose the Right Partner

Choosing the right partner to manage your medical reception is a crucial factor towards success. The first voice your patients will hear will be the operator on the end of the line – and first impressions really count.

Showing empathy, care and professionalism are some of the ways to make sure your patients feel comfortable at what may be a sensitive time.

The working conditions of staff will also create a culture felt by customers, and people who like what they do, do it better.

With the traditional call center environment changing and more people working from home, studies have shown a significant boost in productivity and happiness levels – again something which will filter down to your customers.

Specialist Answering Assistants

Discussing health-related issues can be difficult for patients. It’s important to assist them as efficiently and accurately as possible. Having call center staff that are familiar with complex medical terminology along with training to handle medical calls will give your patients the peace of mind they need when getting the correct advice and booking appointments.

A human touch goes a long way and there should always be an alternative to automation. The option to speak to someone in another language can also make patients feel more at ease. Having the right knowledge can determine what help a patient needs and if it’s an urgent priority.

Availability – Be There 

Healthcare is not a 9-5 business and being available for your patients 24/7/365 should be a priority. Studies have shown that 80% of callers hang up when they reach voicemail. Not being able to connect with a specialist can push people to seek help elsewhere.

We can’t put a timeframe on health and an ‘after hours’ service should be available if a patient needs to speak directly with an on-call doctor. Even at first contact, it is possible to create an environment of trust and care. Something which we all deserve from our customer service interactions.

The Use of Technology

In today’s modern world, customer contact does not mean only by phone. The use of live chat software can be a convenient and efficient way for your customers to get in touch.

The eDigital Customer Service Benchmark survey of 2,000 people found that 73% of customers reported higher satisfaction levels with live chat compared with email or phone calls.

Allowing patients to explain what they need via an online chat window can be very beneficial. The fast response gives the patient instant gratification, and can be a lot more satisfying than a time consuming phone call.

what is customer satisfaction in healthcare

Improving customer satisfaction in healthcare call centers

These are just some of the ways to improve customer satisfaction in healthcare call centers. By having the support of the right team, you can have more time to focus on what’s most important – your patients.

WELLReceived services are designed to give every patient excellent care from their first hello.. If you would like to find out more about how we can help you grow your business with all the above, please contact us.

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Terri Phillips

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