Does Your Healthcare Practice Need an External Call Center?
When a patient calls your healthcare practice, the person they speak with on the phone is often their first point of contact. This initial interaction can significantly impact the patient’s perception of your practice. Attentive and personal assistance over the phone encourages trust and sets the standard of care at your practice. Knowing when to work with a call center can be difficult. Smaller practices with a small call volume can benefit from lead tracking and the quality of service offered by call centers, but it might not always prove to be the best financial decision. Regardless of the size of your practice, there are a few indications that you would benefit from a call center.
If your practice struggles to manage call volume or is looking to provide more intentional service over the phone, you may consider adopting a call center. Call centers employ agents who are experienced with healthcare-related communications and specialize in your field. The best agents are capable of helping patients better understand their condition and can guide them in the initial steps of treatment.
The Importance of a Functional Call Center
There is a stigma surrounding call centers that may turn you away from the idea of them. Impersonal care, inexperienced agents, and long wait times are a few concerns you may have. Finding the right call center means finding a team of agents who understand your services, know how to speak with patients, and are familiar with insurance policies. Finding a dedicated team of call center agents who can connect with your patients can completely change the organization and success of your practice. Let’s talk about three reasons why your current call center is unsuccessful.
Three Reasons Your Current Call Structure Isn’t Successful
- Inadequate Agent Training
When it comes to healthcare call center communication, patients are hoping for a caring and personable representative. Oftentimes, speaking about medical concerns is seen as daunting by many patients. Finding an agent who understands your concerns and works with patients to find a solution is important. Improper or inadequate training can be a poor representation of your practice and may prevent patients from wanting to schedule an appointment.
Additionally, call center agents must be familiar with different insurance policies and payments. Patients will often ask for information about coverage over the phone, and it is important that agents have specific answers. At NewGen Marketing, we employ in-demand patient care coordinators with a rich history of working in the healthcare industry. Our call center agents take time to connect with patients and inform them about our services, in addition to answering any relevant questions they may have.
- Lack of a CRM System
Without a CRM system in place, healthcare call centers may struggle to efficiently manage patient data, resulting in inefficiencies such as duplicated efforts, inaccurate information, and missed opportunities for personalized care. A CRM system enables call center agents to access comprehensive patient profiles, track interactions, anticipate needs, and provide tailored support to each caller. Additionally, it allows for better coordination among various departments within the healthcare organization, ultimately enhancing the overall patient experience.
- Impersonal Patient Interactions
Patients seek personalized care and attention from their healthcare providers, so when they encounter impersonal interactions over the phone, it may leave them feeling undervalued and less likely to pursue a relationship with that particular healthcare provider. Additionally, patients may perceive impersonal interactions as a lack of professionalism or care within the organization, leading them to question the quality of services provided. Effective communication and empathetic interactions play a crucial role in building trust and fostering positive relationships with patients.
Find Your Practice’s Potential with NewGen’s Premier Call Center
NewGen Marketing is proud to offer advanced call center services to practices looking to grow their patient base. We understand the complexities of running a successful healthcare practice. Therefore, we are passionate about helping take some of the weight off your shoulders.
Partner with NewGen and discover the potential of your healthcare brand.