Retention

Healthcare is increasingly turning to science and technology to take the subjectivity out of talent assessment and replace “gut feel” with highly predictable, data-driven results. Nowhere is this more important than in the contact center, which depends on high-performing patient representatives, patient access agents and registrars. 

VoC Consulting can transform your recruitment strategy by implementing online simulation testing to determine each candidate’s likelihood of delivering an exceptional patient experience. We can also design onboarding programs that immerse new hires in your organizational culture and propel them toward productivity. Every phase of the onboarding process is important — from the weeks before the new hire’s start date, to their first day on the job, to the successful completion of their first months. Our onboarding toolbox provides step-by-step guides to standardize, streamline, track and coordinate every step of the process, all while making your new hire feel valued and supported.

An effective training curriculum must address more than just system knowledge: it must also develop the soft skills that allow the patient representative to make an emotional connection with the patient. We design new hire training curricula that make intelligent use of multi-media visuals and activities. This approach creates an accelerated training experience that engages all types of learners and ensures the maximum return on training investment.