The Importance of a Functional Healthcare Call Center

There are many reasons why healthcare practices may consider implementing a healthcare call center into their business strategy. However, it is most commonly part of a goal to increase efficiency and improve the patient experience. During hours of heavy call traffic, a singular, in-house receptionist is not able to provide quality care while juggling multiple patients at once. This results in long hold times and fast-tracked conversations that leave patients feeling overlooked and disregarded. We believe that no matter the hour, patients should have the ability to reach their healthcare provider and have a positive experience with the individual on the other line. 

Many healthcare practices hold off on implementing a call center due to the belief that they take away the personal touch of customer service. However, this is only true for large-scale call centers that prioritize call volume as opposed to successfully converting leads. Smaller healthcare call centers can manage heavy call traffic while ensuring positive customer service for all patients. 

What Distinguishes a Successful Call Center?

A successful healthcare call center operation comes down to three main factors: well-trained patient care coordinators, thoughtful call scripts, and a quality CRM system. If call centers lack any of these qualities, this will likely result in lower conversion rates and poor customer service experiences. 

Dedicated, highly-trained patient care coordinators are essential to a functional call center. Agents must possess exceptional listening skills and the ability to understand and empathize with patients, ensuring their needs are met. In addition to general call center etiquette, patient care coordinators should be knowledgeable about relevant medical information and protocols to help guide patients in making important decisions. 

Call scripts are an essential factor in ensuring all patients receive the same quality care. This is necessary when making sure that the patient experience remains consistent across all platforms. Consistency is key because it enforces your defined brand goals and can help set your practice apart from competitors. 

A CRM system points to the future of healthcare marketing. These systems provide extensive insight into patient data including preferences, habits, and interactions. Using this information, patient care coordinators can optimize the patient experience by simplifying communication and providing personalized care. If your practice is looking to implement a call center into your marketing plan, it is important to also find a CRM system that will help you achieve your goals. 

Critical Metrics for Measuring Call Center Performance

There are a few metrics that practices should observe when measuring call center performance. Depending on comprehensive analytics, call centers can make adjustments and determine necessary changes to improve overall performance. 

Conversion rate is perhaps the most significant metric used to determine the success of a call center operation. This metric analyzes the percentage of calls or leads that result in a sale or action. This metric can provide valuable insight into the performance of call scripts, customer service quality, and more.

Call abandonment rate (CAR) is another important metric to observe when measuring success. This metric provides insight into how many callers hang up before speaking with an agent. This statistic is very telling of patients’ responses to wait times or other frustrations. The ultimate goal is for this metric to be low, telling us that the system is well-received. 

Customer satisfaction rate is a straightforward indicator of patient experience with a call center. This metric is most often measured through a few questions after the phone call has ended. This can help agents improve the patient experience and encourage them to continue putting the patient first.

Average call time measures the length of time a patient care coordinator stays on the phone with callers. Low call times are more desirable because it means that the patient care coordinator can meet the patient’s needs promptly and can help other patients. 

NewGen Call Center’s Distinguishing Factors

Finding a call center that represents these qualities can be difficult. Especially because many call centers are not properly trained to handle medical conversations while ensuring patient satisfaction. NewGen Marketing has developed an ideal call center to address the concerns shared by healthcare marketers throughout the country. From our knowledgeable patient care coordinators to our expert CRM system professionals, our call center is the ideal option for any healthcare provider. 

  • Knowledgeable and caring patient care coordinators. Our patient care coordinator team comprises professionals familiar with the industry, protocol, and doctors. Our patient care coordinators prioritize the patient and make it their goal to ensure the patient feels heard and understood. 
  • Utilizes CRM systems to ensure success and growth. We understand the difference a CRM system can make to a call center operation. In addition to providing valuable insights, a CRM system can improve efficiency and the overall customer experience. 
  • Omnichannel support. We meet your patients where they already are. Whether your patients prefer to communicate through email, text, or call, we offer various communication touchpoints.

About NewGen Marketing

NewGen is a modern marketing agency specializing in healthcare sales, customer management, and advertising. We offer call center services to medical practices looking to improve customer service or expand. We understand that your unique practice requires a unique marketing approach. Join NewGen and join the future of healthcare while maintaining your unique brand image, goals, and message.