Today’s healthcare customers have the ability and the tools to shop around for the best possible value, care, and experience.
According to Gallup, in order to thrive in this type of environment, health systems need to build and maintain patient trust, loyalty, and engagement over time. An excellent tool for this is a proactive and strategic call center.
A proactive and strategic call center – also referred to as an engagement center – integrates with data from a healthcare CRM to provide call center representatives with additional information about the caller, such as health history and previous engagement.
Healthcare CRMs weave together many different sources of data – including demographics, psychographics, social, behavioral, clinical, financial, website, call center, and provider credentialing – to provide a 360-degree view into consumer and patient preferences, habits and activities. With this information available, call center representatives can create comprehensive caller profiles, giving them the knowledge necessary to assist customers throughout their journeys within the health system.
Engagement centers fulfill many functions, including answering caller questions, registering people for classes and events, logging complaints and compliments, handling physician referrals, scheduling clinical appointments, and providing additional educational resources. Ideally, a proactive call center can handle several of these use cases in a single call. In order for this type of call center to be functional and successful, call center agents are required to have a more extensive skill set than traditional call center representatives.
Through these types of interactions, proactive call centers play an integral role in health systems’ acquisition and retention of customers and patients. Let’s take a look at how: