25
Quick, this is a quiz. Without reading the balance of this post, how many call centers do you have in your hospital?
I have been amazed at the number of call centers I find in some very well run healthcare organizations. I am talking about providers … community hospitals with 18, 25 over 100 distinct call centers. Clearly, most of these are small clusters or “call groups” that have evolved independently across the enterprise. While many of these groups require “line of sight” proximity to the area they support, there is tremendous opportunity to co-locate significant portions of this capacity. Benefits of co-location include the potential to cross train and reduce overtime as one area covers for another in times of peak demand. In addition, management and supervisory functions may be reduced, creating capacity for additional, customer service oriented functions.
One of those “incoming” sources of demand is the extended web presence being developed by many of my clients. As the industry standard moves from online brochures to virtual tours and consumer centric transaction processing, more and more support will need to be provided to non-employees. If I take the time to register as a member of the health system community, and then need help resetting my password to check my lab results, what am I going to do? Who am I going to call? I can tell you from my personal experience with the airlines that I cannot complete an online transaction without that little head popping up and asking me if I need assistance.
Healthcare provider organizations have an opportunity to upgrade their capabilities in this area and run the table on improved customer experience.
http://www.infosci-journals.com/downloadPDF/pdf/ITJ3637_U0FCYR8XUf.pdf
From co-locating call centers, to extending web support through agents to “closing the sale” by making sure that the inquiring patient ends up booking the appointment – the opportunities to positively affect growth and efficiency are significant.
I am interested to hear from those of you who have explored this area and considered the enabling technologies including IVR, CTI, CRM, VOIP, and Campaign Management.
I think the numbers of call centers as an indicator of poor information flow is accurate and insightful. I would suggest that the number of call centers indicates another key problem with EHR implementations. Call centers reflect areas of ‘profound knowledge’ for a specific bit of information, but not a central point for all knowledge. Information is controlled and restricted by local gatekeepers. Until information flows can be mapped, improved, optimized and re-mapped with regard to business process, stakeholders, regulation, privacy and approvals, automation should not take place. My role in healthcare IT has been as a developer, implementor, business consultant, security designer, and project manager has lead me to the unshakable position that planning and design are paramount to healthcare IT projects. Consulting services such as the The Revere Group should be the first call any healthcare organization should make prior to any IT undertaking.
Hi - thanks for this interesting posting. Please pardon this, my English is not so good. German is my native tongue but I am trying to learn getting down English. Peace!
Hi and thanks for a informative blog. I am still thinking over what you posted.
Thanks for some good thoughts there. I am kind of new to the internet , so I printed this off to put in my file, any better way to go about keeping track of it then printing?
Great advice given in regards to my overall health.-Free Medication Help
@chels I know what you mean, its hard to find good help these days. People now days just don’t have the work ethic they used to have. I mean consider whoever wrote this post, they must have been working hard to write that good and it took a good bit of their time I am sure. I work with people who couldn’t write like this if they tried, and getting them to try is hard enough as it is.
You make your points well nevertheless I still am not convinced yet.
Many thanks for making the effort to write this. I appreciate where you are coming from with this particular article and yet It is my opinion that we now have even better approaches.
You make your own points clearly but I still am not persuaded yet.
Thank you for taking a few minutes to create this. I value where you are coming from with this particular article but yet It is my opinion that there is greater strategies.
Thank you for your help!
I just purchased voip service via iconnectvoice… I have to say that I highly recommend them, great customer service.
You seem very knowledgable about this issue and it shows. Trust all your future posts turn out as well. Cheers!
I like to check out your site a couple times a week for new entries. I was wondering if you have any other subjects you write about?
I did like the content really much, was informative and you know what was that just the recommended section was elaborated,clear concise detail always facilitates and preserves viewers running around searching for the information and facts wouldn’t require a reread.
Many thanks for spending some time to share this. I appreciate where you are coming from with this particular post yet somehow I believe that you have far better procedures.
Hi. this is kind of an “unconventional” question , but have other visitors asked you how get the menu bar to look like you’ve got it? I also have a blog and am really looking to alter around the theme, however am scared to death to mess with it for fear of the search engines punishing me. I am very new to all of this …so i am just not positive exactly how to try to to it all yet. I’ll just keep working on it one day at a time.
Thanks for taking the time to chat about this, I feel fervently about this and I benefit from learning about this subject. Please, as you gain information, please add to this blog with more information. I have found it really useful.
I request spammers scan these articles and verify how very easy it might be human and respect information.
Thanks, hardly thought of using these tips to not spend as much
I am observing your web log for the month or so and also have acquired a lot of helpful information. I’m undertaking to run my very own blog then again I do think its too typical and I would like to concentrate more on smaller subjects.
Many thanks for that terrific article, this must have used some time to make with nice info.
Justin Bieber could be my fave! He’s extremely pretty!
I’m not sure I fathom why so many pundits are making such a big deal over Justin. He’s just a wonderful performer and we should be happy he has made such an impact.
Faint heart never won fair lady
Never let the sun go down on your anger
Thanks I really needed this.
Have found your web page. My pal mentioned it to me before, yet never got around to checking it out until now. I must express, I’m floored. I really enjoyed reading through your posts and will absolutely be back to get more.
Hrmm that was weird, my comment got eaten. Anyway I wanted to say that it’s nice to know that someone else also mentioned this as I had trouble finding the same info elsewhere. This was the first place that told me the answer. Thanks.
I definitely enjoying every little bit of it. It is a great website and nice share. I want to thank you. Good job! You guys do a great blog, and have some great contents. Keep up the good work.
I Adore it,Excellent article.I am decide to put this into use one of these Day times.Thank you for sharing this.To Your Success!
Very nice and helpful information has been given in this article. I like the way you explain the things. Keep posting. Thanks. . .
Very habitually I go to this webpage. It very greatly is satisfying to me. Thanks the author
my God, i thought you were going to chip in with some decisive insght at the end there, not leave it with ‘we leave it to you to decide’.
Will it be alright to use your feed?
Your selection of subject and writing style is very interesting. Please keep posting more blogs soon. Can’t wait to read your next post. Thank you.