This is the final post in our three part series on transforming yesterday’s call center into tomorrow’s engagement center. Be sure to read out first post introducing the problem with traditional hospital call centers and our second post exploring the contact center model that has emerged in several leading health systems in response to trends in the market and greater consumerism around healthcare purchasing.
The key goals of patient and consumer engagement include delivering better- quality, more-timely care, reducing overall costs of care, and ultimately improving health outcomes for individuals and populations—The Triple Aim. This is true across a variety of scenarios, from acute and ambulatory care and follow-up to chronic condition management to population-level maintenance of health and wellness.
With today’s patients and consumers expecting more from their providers, health systems have an opportunity to do even more to drive high-impact engagement beyond just modernizing call centers with CRM technologies and driving proactive communications. More