Patient Access Strategy

As the first point of contact for new and existing patients, an advanced contact center can play a critical role in differentiating a healthcare organization within its market and helping to drive a consumer-centric growth strategy. 

While contact center structure and operations are highly varied, VoC Consulting recommends a centralized omni-channel contact center model. This model leverages a team of high-performing contact professionals, sophisticated contact center software, and standardized processes to manage scheduling interactions effectively. Combined with a digital infrastructure for online scheduling and personalized communication, this model gives patients the freedom to choose how and when they interact with their health system. That, in turn, improves their experience and level of engagement. 

An advanced patient contact center can also play a key role in population health. Moving beyond just scheduling and pre-registration, an effective patient engagement center can capture patient data gleaned from multiple sources (including patient portal, EMR and CRM) and organize it into manageable and recognizable segments. The data is then filtered to prioritize outreach to different patient groups with the goal of filling care gaps and supporting preventive care. The use of contact center technology and an automated telephone dialing system improves efficiency by dramatically increasing the number of patients contacted.