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7 Critical Moves for Call Center Centralization Efforts
- Keep the “Patient” at the Center of the Discussions & Decisions.
- Develop Access and Scheduling Standards.
- Develop and/or Broaden Service Offerings.
- Appointment Scheduling for new and return patients.
- Appointment Reminder calls/texts.
- Portal message management.
- Referral Services.
- Template Management
- Schedgistration & Pre-Registration Services
- Optimize Performance of Existing Call Center Services
- Invest in additional agent FTE, training and QA resources and space.
- Standardize scheduling policies and procedures across practices.
- Incorporate clinical resources (RNs) into the contact center.
- Incorporate template oversight and access monitoring into the contact center.
- Service offerings can be broadened and hours of operation extended to offer clients more value and offer patients more convenience.
- Create new hire ‘boot camp’ that includes soft skills training.
- Develop competency-based testing for new hires and annual assessment of skills for all scheduling and registration staff. Develop a competency assessment tool to document agent’s skills vs. expectations and complete at least annually and after new skill sets added.
- Implement a robust QA program to include live call monitoring and regular structured feedback to agents, registration related denial reviews and workflow redesign to address gaps.
- Create a comfortable workspace (space planning) for Contact Center employees.
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