4 Steps to Implement Contact Centers in Private Healthcare Practices  

You have 5 /5 articles left.

Sign up for free account or login

    • Volume of patients

    • Number of practices

    • Age of target patients

    • Number of employees

    • Budget

    • Pre-existing technology/software Hosp front desk.png
      In this technological era, the days of simple communication are over. Now, in order to stay competitive with other practices and accessible to patients, private healthcare practices may need to set up a plethora of contact methods. From email correspondences to online interactions, phone calls, and sometimes even SMS text messages, patient communication has branched out to a variety of avenues, and it’s important to stay present in all of them.

      Even with a small number of patients, maintaining all these channels can be a lot to juggle for just one or two employees. And healthcare practices with several locations may experience confusion as patients transfer from one building and its system to the next.

      Luckily, there are solutions to these problems- contact centers. Once they’re up and running, they can make operations much smoother for employees and enhance patient accessibility. It seems like an easy enough solution, yet many practices hesitate to adopt contact centers for a variety of reasons. Whether they seem too costly or too complicated to implement, or because some professionals don’t have the time to take on this kind of project, many private practices fail to adopt contact centers and therefore fail to streamline communication with patients.

      Engine System’s Contact Center Toolkit makes this process significantly easier. Years of experience establishing contact centers in all kinds of business have given way to a smooth process that our experts can implement alongside the specific needs of your business. Keep reading to see what it looks like!

      Evaluate Current Technology and Baseline Metrics

      Every business and private healthcare practice is different, which means that no two contact centers should be the same. There are many factors that determine how a contact center should be set up, including

  • Volume of patients

  • Number of practices

  • Age of target patients

  • Number of employees

  • Budget

  • Pre-existing technology/software

Analyzing these factors will help determine what you need in your call center. Taking of stock of what you have, what you don’t, who you’re serving, and what they need can help you create a plan to follow through in a contact center adoption strategy. Engine Systems can help you pull together and analyze these metrics in order to better inform a contact center implantation strategy.

Improve or Implement Existing Technology

It’s safe to say that every private practice already has equipment like phones and computers to reach their clients and receive calls. Sometimes the missing link may be as simple as integrating telephony software or establishing a more thorough online presence. The assets of a specific practice will determine what needs to be added in order to establish a sophisticated contact center.

In-house technology, for example, can be centralized in one office, and is ideal for people with one practice. Adding a voice menu that clients can work through themselves can help organize incoming calls and distribute them appropriately and efficiently. For those with several locations, cloud-based options might be a better option, as it can be managed from anywhere. This has been very helpful for practices throughout the COVID-19 pandemic. Even computers-based communication can be better managed with a simple email response management system.

The technology that certain practices integrate and/or implement will depend on several factors, including existing resources and desired new additions. All of these should be based on what clients want and need. If you field a low volume of email communication, it’s probably not necessary to invest in email software unless you’re looking to ramp up this communication channel. If you primarily serve elderly folks, you may not need to integrate SMS text messaging, but you should implement a user-friendly telephone program. Investing in contact center assets based on the needs of your clientele will allow you to cut spending in unnecessary areas and cater to their needs. Because there are so many solutions and options out there, Engine System’s consulting services can help you choose the best ones for your practice.


Staff Hiring and Training

In some cases, a practice may have all the technological bells and whistles needed to run a highly functioning contact center but lacks the staff to properly manage it. In most cases, the doctors that run private practices specialize in medicine, not business operations or call center technology. For that reason, it’s important to hire staff that make up for this knowledge gap. If you’re hiring new staff, reach out to employees with previous contact center experience so that they have a smaller learning gap. If you already have staff, invest in the right training programs that can help them better handle telephony software. It may seem like a steep cost upfront, but like many purchases, this training should be considered a long-term investment. McKessen Healthcare Company reports that contact centers can generate a 3:1 return on investment that drives both finances and customer loyalty. In order to receive this ROI, it’s important to support staff who will carry out success through daily operations. Whether you need short-term staff training or long-term retainers, Engine Systems can help you manage and maintain a successful call center.

Establish Quality Assurance Processes

Quality assurance can ensure that contact centers are performing at optimized capacities and that they can continue improving on themselves to grow and evolve with changing client preferences. It’s necessary to continue optimizing and utilizing contact centers to be sure that you’re getting the greatest return possible for your own finances and for client satisfaction. Furthermore, when clients have a positive experience, both in the office and on the phone, they are more likely to recommend your practice to others. Conversely, if they have frustrating experiences, they are more likely to leave negative reviews online.

There is software available that can monitor and assess quality assurance, but creating in-house surveys can also works depending on the size of a practice, its budget, and so on. However, quality assurance in healthcare looks different than in other sectors, as regulations and compliance codes restrict certain kinds of engagement standards. It’s important to stay up to date on these codes and follow them accordingly. Whether you do your own research on these standards or consult an Engine expert, there are ways to follow regulations and maintain quality assurance that keeps your contact center functioning smoothly in the long run.  

 Engine Systems

As you can see, there are many nuances to a establishing a contact center. Because different practices will require different needs, there is no steadfast rulebook that anyone can turn to for direct answers. Creating a strategy and conducting research is easy enough, however it can be a lot to take on while operating a healthcare practice. That is why Engine Systems is here to help. Reach out today to benefit from our contact center expertise, and let us do the work so that you can enjoy the results.

Reading Progress

You have 5 /5 articles left.

Sign up for a free account or log in.