4 Core Benefits of Transforming the Healthcare Call Center

When we talk to organizations about their healthcare call center, we hear about the following challenges:

  • Operates in a silo: Marketing has little visibility into how the call center is contributing to lead-to-patient conversions and/or revenue. This makes marketing attribution and proving ROI difficult.
  • Agents aren’t able to be proactive: A customer on the phone is an opportunity to provide value and excellent customer service, but agents don’t have the information necessary to proactively engage with customers efficiently and effectively.
  • Unable to integrate with marketing campaigns: Activating the call center as an optimized channel for patient engagement means the ability to field inbound calls and incorporate targeted outbound calling initiatives.
  • Disconnected patient journeys: Patient acquisition and retention is a multi-channel journey and the call center needs to be integrated as a key part of marketing initiatives.
  • Lacking efficiencies – Agents are using up to 10 different applications and tools while managing a call and trying to stay focused on giving the patient an exceptional patient experience.
  • Unable to show value – Call centers aren’t able to track the activities and metrics that contribute to the revenue for the health system. This results in the call center being classified as a cost center and not a revenue center.

Outside of an appointment or physical visit to a hospital, the call center is the one channel that provides a clear one on one personal connection between a hospital and a customer.

As healthcare organizations work to improve their customer experience across the board, the call center needs to be a key part of those efforts.

However, transformation of a healthcare call center takes time, money, and executive buy-in. At the heart of it, it’s about integrating the call center’s contributions into the greater marketing strategy through an HCRM-enabled engagement center solution.

To convince leadership teams of the need to transform the healthcare call center, here are four compelling benefits:
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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Lessons in Personalization: What Healthcare Can Learn from Retail Call Centers

The retail industry has been at the forefront of customer experience and personalization—extending their innovations to a variety of channels, including digital marketing and call center.

As the healthcare landscape continues to move toward a customer-centric approach, what can healthcare learn from the retail space? More specifically, what lessons can retail call centers offer the healthcare sector to help marketers provide better personalization in their engagements with consumers and patients?

In this post, we’ll explore three ways retail call centers provide experiences that healthcare leaders can incorporate to provide the personalization needed to impact consumers in today’s evolving healthcare marketing landscape.

Lesson 1: Create Simple, Efficient Experiences

Within the retail sector, simplicity can lead to better overall customer satisfaction. According to Marketing Week, 62 percent of consumers are willing to pay more for a simple, straightforward experience. Retail call centers understand that simpler experiences translate to higher customer retention, more referral traffic, and better overall brand loyalty. But how do they provide simplicity in a way that can benefit healthcare marketing? The answer lies in connecting the dots on patient/consumer needs, combining them for a simplified solution to suit their healthcare needs. More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

How Engagement Center and HCRM Support Outbound Calling

“Cold calling” is a marketing tactic that’s been around for a long time and tends to get a bad rap – for a good reason; it’s not very effective. A Baylor University study found only about 1 percent of cold calls ultimately convert.

With today’s technology, outbound initiatives look much different – they are data-enabled, targeted, and personalized, all of which increases effectiveness and drives results.

This type of outbound calling doesn’t simply cast a wide net; it’s about engaging with the right person at the right time with the right information.

It’s made possible with a combination of healthcare CRM and a proactive call center. With these technologies, healthcare marketers are able to view relevant information and have more effective customer interactions across multiple channels, including outbound calls.

Let’s take a look at some examples of how engagement center and healthcare CRM tools can work together to support three key marketing objectives: patient acquisition, engagement, and retention.
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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

How Comprehensive Caller Profiles Benefit Patient Engagement Centers

Calling a healthcare organization can be a bit of a gamble; perhaps the call center agent who picks up knows how to help you, or perhaps you’re transferred repeatedly until someone maybe gives you the great service you were looking for.

This is because the call center tends to be siloed, reactionary, and blind to any information about the caller. Additionally, if any valuable information is gathered during a call center interaction, once the call is over, that data is lost. Clearly, call centers can do better. Enter the engagement center.

An engagement center integrates with healthcare CRM data to centralize all call center activities and consolidate patient and provider information.

Unlike traditional call centers, engagement centers can handle cross-channel inquiries and deliver personalized interactions to callers. Additionally, since engagement center agents are connected to the greater health system’s data, they are prepared to handle many different inquiries.

Some of the most valuable aspects of an engagement center system are comprehensive caller profiles. Let’s look at caller profiles and how they produce beneficial outcomes for healthcare organizations.
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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

The Contact Center: Engagement Evolves with Personalized Interactions

This is the second post in our three part series on transforming yesterday’s call center into tomorrow’s engagement center.  See our first post and be sure to stay tuned for the piece where we explore how patients and providers benefit from anywhere, anytime access and interaction.

Healthcare Call CenterA new model for call center—the contact center—has emerged in leading health systems in response to market trends and greater consumerism around healthcare purchasing. Typically, this more-robust, more-capable model integrates multiple communications channels—phone, web and email, both inbound and outbound, and multiple contact scenarios into a centralized operation.

Leveraging robust CRM technology and comprehensive data at the core to support more personalized interactions, this model increases consumer engagement through tailored and pertinent communications. More

Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant