The Voice of the Customer is Powerful
The process to take your patient access center from good to exceptional can seem daunting, especially since it’s hard to understand where to begin. Just listen to your customer: they are telling you how to fix it. While we talk a good story about being patient-centric, many of the workflows were created to disguise internal process flows, system limitations and risk avoidance. Modernizing your contact center operations will translate into an improved patient experience, the ability to scale with increasing call volume, and let the clinical staff focus on the patient.
patient access strategy
This 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; they will simply hang up and call another provider. Rethinking how delivering exceptional customer service can be a key differentiator will drive healthcare to find new ways to provide patients with access to healthcare.
omni-channel optimization
An omni-channel contact center relies on an integrated platform that combines analytics, strategy, process, systems integration, technology and operations. By seamlessly integrating these components, the patient access center is able to interact with patients, caregivers and physicians in their media channel of choice, including telephone, web chat, text and email.
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, and greater freedom for 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.