VoC Consulting Reengineers Patient Contact Centers for the Era of Value-Based Care
Healthcare organizations today are doing everything they can to improve the health of populations, reduce costs and improve the patient experience. Unfortunately, most hospitals and health systems are overlooking an existing asset that can help them achieve all these goals — the patient contact center.
Most healthcare contact centers today perform the same functions they have for decades: answering questions, scheduling appointments and pre-registering patients. In the most advanced hospitals, however, the traditional patient contact center is now being transformed into a strategic patient access center. These centers orchestrate the patient experience, help boost patient engagement, and support preventive care and chronic care initiatives. They don’t just generate overhead costs, they help drive healthcare value.
VoC Consulting Group reengineers patient contact centers for the era of value-based care. We do this by streamlining processes and leveraging technology to improve the patient experience, help clinicians fill care gaps, and make it easier for patients to find and receive the care they need. Whether your organization is a community hospital, a multidisciplinary medical group or a large health system, VoC Consulting can transform your patient contact center by:
Leveraging voice of the customer techniques to identify needs and opportunities within your patient population
Designing an up-to-date patient access strategy that includes true omni-channel contact capabilities
Implementing a staff retention strategy that minimizes turnover by building a high-performance contact center team
To learn more about our approach, click the links below.
PATIENT access strategy
The rise of healthcare consumerism is making it more important than ever to provide an exceptional patient experience. Patients are no longer willing to navigate voice prompts when trying to make an appointment. If a patient cannot speak with a live person quickly, they will simply hang up and call another provider. As healthcare organizations look for new ways to deliver exceptional service, they need to rethink their strategy for ensuring optimal patient access.
Omni-Channel Optimization
According to research, most consumers routinely use 10 or more media channels to interact with businesses, organizations and other individuals. At the same time, each consumer has a preferred channel for communicating about different issues, including their healthcare. An omni-channel access strategy uses technology and other tools to adapt the customer experience to each patient’s communication preferences based on specific scenarios. The goal is to communicate in the patient’s channel of choice.
voice of the customer
While all healthcare organizations aim to be patient-centric, the patient experience is too often impacted by workflows created to disguise internal process flaws, system limitations and risk aversion. Letting the “voice of the customer” drive operations will translate into an improved patient experience, the ability to scale with increasing call volume, so clinical staff to focus on the patient.
RETENTION
Your ability to achieve your organization’s strategic objectives depends on your ability to attract and retain great employees. This is critically important in a healthcare contact center, where turnover can be more than 30% and cost hundreds of thousands of dollars per year. Working with your team, VoC Consulting can design a retention program that attracts and engages great employees and builds lasting loyalty to ensure a stable workforce.