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Why You Should Hire a Healthcare Call Center During the COVID-19 Pandemic

Why You Should Hire a Medical Call Center During the COVID-19 Pandemic

By | Administrative Support, Business Sustainability, Call Center Support, Customer Service, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Medical Virtual Assistant, Outbound Call Center Services, Remote Support Services, The IU Way, Virtual Assistant, Virtual Assistant Support | One Comment

Being a healthcare professional is one of the most stressful jobs to have during the COVID-19 pandemic. Even if your healthcare center does not cater to COVID-19 testing or treatment, you likely have several patients whose health you need to monitor closely in radically different conditions than any of us were used to previously.

Most healthcare providers cannot in good conscience neglect their patients, urgent or otherwise, for extended periods of time. Physician groups, hospitals, and clinics around the country are shifting to telehealth or minimum-contact patient care. However, they are not fully equipped to deal with these drastic changes. With most patients preferring to call in or video-link to doctors, but not willing to wait for care, it is important to ensure that these processes run like a well-oiled machine.

You need experienced medical call center agents to handle this sudden influx of calls. The calls might range from appointment scheduling, to prescription refilling, to questions about invoices, and reliable after care. Relying on your employees to do both this work and their usual roster of tasks will almost certainly result in poor customer satisfaction.

Why You Should Have a Medical Call Center

Give Your Patients COVID-19 Information

Healthcare practices are the first point of contact for people when they have questions about the pandemic. This is especially true for especially those specializing in general medicine or internal medicine. Since new information about COVID-19 is coming forth constantly, patients reach out repeatedly, trying to quell their anxieties about potential symptoms. Many also keep calling to ask how to stay safe in these conditions. Doctor offices around the world, from India to the UK and the US, are reporting a deluge of calls with a dearth of patient visits. Mobilizing to cater to these calls with a minimum of disruption to all other essential work is necessary. Your one solution to this problem; which will likely stretch to the next year and possibly beyond, is hiring a healthcare call center.

Improve Customer Satisfaction and Keep Revenue Streams Ongoing

These days, patient footfall has fallen drastically on site; so quality measures should focus largely on call responses instead of on-site dealings for the time being. Training a staff that is used to face-to-face interactions to transition to communicating only over call is an uphill battle.

However, keeping customer satisfaction levels high is as imperative as ever. Bear in mind that any patient receiving comprehensive and compassionate guidance from you during this time is likely going to show customer loyalty towards you for a long time. You will reap dividends many times over in the long run by focusing on patient satisfaction through healthcare call center support.

Patients are asked to provide information about their healthcare experience via the annual Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey results can lead to hospitals losing some reimbursements from Medicare; an overall loss of over $1.7 billion in 2017. A healthcare call center influences and improves the patient experience, ensuring that a minimum of these reimbursements is lost. This is why two-thirds of US hospitals use healthcare call center support.

Healthcare Call Centers Can Save Money for Physician Groups

A healthcare call center brings with it a wealth of experience and guaranteed HIPAA compliance.

By sharing a healthcare call center across a physician group or a clinic shared by several providers, the cost of handling patients goes down considerably. Instead of hiring several people, one competent and trained healthcare call center representative can handle all calls made to the group. This brings down the immediate cost of labor for all physicians who are part of the group. The cost of training is reduced as well, while the cost of lost patient revenue due to irate clients becomes negligible.

If only one provider wants to hire a healthcare call center, that provider can hire a call center representative who works part-time but manages or returns all the calls made. Through IdeasUnlimited’s healthcare call center facilities, you can hire a call center representative to work for you for a pre-agreed number of hours per week. The healthcare call center’s focus leads to efficiency, with immediate results being apparent.

Lower Risk and Better Compliance

Having a HIPAA-certified agent handle your calls lowers compliance risk considerably. While initial HIPAA-training can take from 2 to 3 hours, the ongoing training and compliance is a struggle for each provider. HIPAA procedures need to be so ingrained in the staff that patient privacy and best processes take center stage. The best way to do this is by hiring a healthcare call center that has certified agents.

Identifying Where You Are Losing Money

Some healthcare call centers, such as those operated by IdeasUnlimited, offer a holistic package which includes cost audits. IdeasUnlimited’s healthcare call center service includes an audit of the business, which will identify where the healthcare provider is losing money. This service is imperative during the coronavirus crisis. Especially since healthcare providers and physician practices are being encouraged to operate at full capacity, yet income is slow with coming in. Reducing unnecessary costs and administrative bloating can improve the bottom-line manifold. Most healthcare providers who grow beyond an office of ten people don’t realize that their administrative costs are too high and can be reduced through consolidation. Having a third party objectively analyze your costs will identify where your business can improve cash flow in these trying times.

Access to Service Data and Quality Control

When you hire front desk representatives to take patient calls, you don’t have access to the kind of data you need for quality control. In such a situation, your options for keeping tabs on and improving customer service are very limited. On the other hand, healthcare call centers operate with strict quality measures in place, and content dashboards with access to service data. Having access to data regarding each patient contact grants you immediate feedback regarding services. Moreover, it helps you steer the direct and indirect messages going out to your patients.

IdeasUnlimited’s quality assurance team can take this task off your hands as well. The quality assurance team monitors calls and ensures that the standard operating procedures, as defined by the client, are observed. Quality assurance ensures excellence at each stage of contact with the patient.

By documenting each client contact in an easily searchable way, you ensure that your client contacts are up to par. You also have a detailed client contact history that enables you to have as complete a picture as possible when dealing with a client. Having detailed records also minimizes provider liability.

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

If you are not yet employing a healthcare call center, now is the time to take the leap and reap the dividends. Not shifting to a healthcare call center may actively be harming your business without your knowledge. IdeasUnlimited is the ideal partner to help you transition to a new way of handling your patients. Contact us at sales@ideasunlimitedonline.com to get a custom quote for your business today.

Why do you need honest customer service?

Why Should You Have Honest Customer Service?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Employee Management, Entrepreneurship, IdeasUnlimited US Remote Workers, Receptionist Service, Remote Work, The IU Way, Virtual Assistant | No Comments

Why do most companies keep customers in the dark until the issue can be resolved?

They don’t want to have to tell the customer that there is anything wrong and to acknowledge their mistake. Often, the problem might not even be any mistake but an accident caused by uncontrollable events, but customer service representatives are hesitant to disclose the real issue behind the scenes for fear of being held liable for it later on.

Backed by our 9+ years of experience in operating a customer care center, we are here to tell you that honest customer service is the only way to go for operating a sustainable business.

Why Customers Dislike Being Left Out of the Loop

Customer dislike being kept in the dark for these two major reasons:

  1. 1. It makes the customers feel frustrated that they do not have the full picture of what is going on and it makes them feel that you as a company do not care about your clients.
  2. 2. Customers cannot manage their expectations because they literally have no idea what to expect.

Why You Should Tell Customers the Truth, Even When It’s Bad

It is a natural impulse to hide bad news for as long as possible but we’re here to tell you that being honest with your customers would be a better business decision. Here is why:

  1. 1. Being honest will generate trust between your company and your customer. Doing otherwise will not create long term value for your business. If you are straightforward and clear in your dealings as a company, it is only natural that honest and trustworthy people will in turn be attracted to your business. Like follows like.
  2. 2. Customers are intelligent. They understand that problems do arise. They can handle bad news and do not even mind if it is handled correctly. They’re more interested in what you’re doing to fix the issue. They just want some reassurance that something is being done to rectify the situation in an expected timeframe.
  3. 3. If clients are happy with the customer service they are receiving, they’ll return more and more. A successful business depends more on return customers than new ones.

Why Valuing Honest Customer Service is a Good Business Idea

Having a strong customer service center which becomes known for its honesty and integrity can be a huge asset that can catapult your popularity. Customers are more willing to try out a new company if they hear that they are willing to go above and beyond for their customers. They are likelier to reward a company who they hear are honest. It makes the customer realize there are actual human beings behind the screen who care about you as another human being and want to solve your issue.

Another advantage of this is the goodwill this develops between the customers and your employees. Your employees will be content in a place they know upholds good moral values and will be proud to be working there.

Honest customer service

How Can You Become a Company with Honest Customer Service?

How can you uphold these values without altruistically running your business into the ground?

What you need to do when defining your expertise/ services is to be as detailed as possible in favor of exactly defining what it is you are offering. This shows that you value time and clarity of thought. It will also make it easier for customers to be able to find you from amongst the hundreds of other companies.

If the customer has been inconvenienced, you should be transparent and ask them how to make it up to them. You can give options like giving refunds, gift cards or coupons and let them decide.

One major deterrent to opting for a dishonest approach to handling customers is that anything you do will always remain online for everyone to see. Be they reviews or internal communications with your employees, you should know anything done on the internet remains on the internet. An ethical company would have nothing to fear from a disgruntled employee or irritated customer.

Things to Avoid:

Using vague language which is extremely generic will give the impression that you are brushing off your customers by using popular jargon without putting much thought into what you are saying.

People will have pre-established notions of your company if they have already been exposed to negative reviews pertaining to your reputation as untrustworthy or fraudulent. They could have heard it from other people or read it online, it doesn’t matter. It shows a history of behavior and customers are less likely to give such a company a chance.

Lying has another negative drawback. It can always circle back, and the actual truth can be revealed. Even if you think you got away with it in the initial situation, if a customer later realizes they have been lied to, there is a chance that they get angry enough to take their business elsewhere.

At the end of the day, there will be no business if there are no customers, so it is simply good business sense to make their satisfaction your priority. So, what are you waiting for? Get expert customer service center support today in order to avoid these pitfalls and build a sustainable brand.