As you evaluate the Centralization of Call and Clinical Contact Center functions, RoundTable has provided 10 key things to consider!
- Balance Centralization with Personalization
- Do Not Centralize Broken Workflows
- Keep the “Patient” at the Center of the Discussions & Decisions
- This is an Investment in Clinical and Operational Infrastructure for the Future
- Readiness for “Continuous Improvement”
- Drive Towards a Return on Investment
- Decrease Registration / Eligibility Denials
- Increase Visit Volumes
- Evaluate Scheduling Guidelines to Maximize Capacity
- Schegistration will Drive Efficiency & Real-Time Eligibility Capabilities is Key
- Standardization of Scheduling Templates, Guidelines, and Appointment Types is Critical
- Prepare for Difficult Conversations and Over-Communicate with Front Line Teams
- Without Provider, Organizational Support and Cultural Readiness the Effort and Good-Intended Approach Will Fail.