6 Steps to Crafting Effective Healthcare Call Center Scripts

Today’s high-tech environment has led to a significant shift in how consumers interact with businesses: It’s digital-first, from the initial search process to the customer service outreach – and it’s also omni-channel.

It was only a couple of decades ago, however, that phone-based communication was the norm.

call center agent reading scriptThink back to when your mother turned to the landline phone to dial the operator, searching for your pediatrician’s phone number after a soccer game left you with a badly sprained ankle. The operator would have transferred her to the physician’s secretary, whom she likely knew on a first-name basis. Or, her call may have been answered by the doctor himself.

Imagine the same scenario today: A young mother would have an entirely different set of expectations when contacting and engaging with a health system. The initial search would happen online, with high-speed Internet taking the place of the phone-based operator. The call is expected to be quick and convenient, but not robotic – and, while this mother likely won’t know the person on the other line, the agent must maintain a level of friendliness and personability in order to build trust and encourage engagement.

This is where call center scripts come into play.  More

Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.

Creating a Harmonized Customer Experience

call center worker accompanied by her team The rise in modern consumerism has led to a new trend – individualization – a buzzword that has been proven applicable across all industries, even healthcare.

To create successful, individualized marketing campaigns, organizations need to deliver premium content experiences to a segment of One. These consumer experiences must also be optimized in real-time based on the actions and preferences tied to that customer’s unique identity. This not only applies to the visual and written content health systems distribute online – it also pertains to the contact center. 

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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

Calculating the Total Cost of Ownership for Healthcare Software

healthcare software costWith the advent of the digital age, consumers have increasingly turned to the Internet as their primary source to support decisions regarding medical care and provider selection. As a result, modern healthcare marketing tactics have become heavily digitized – and data underlies the entire operation, from patient demographic data to campaign performance data, to market claims data, to engagement metrics, and so forth. All of this is to say: Without the right software and technology in place to consolidate, interpret, and analyze data, even the most creative patient acquisition and retention tactics will fail. 

These days, robust healthcare software is nothing short of mandatory. An HCRM, for instance, allows health systems to integrate data from multiple sources and create comprehensive customer profiles, tracking interactions with patients and consumers across channels to obtain a 360-degree view of activity, preferences, and tendencies. It serves as the technological foundation for effective, personalized marketing communications: Messages delivered to the right people, over the right channels, at exactly the right time

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Kevin Rill

Kevin Rill

Kevin Rill is a dynamic leader with distinguished success strategizing, planning, delivering and supporting solutions that enable the future of Healthcare. Having been successful in a diverse array of positions throughout his 20 + year career, Kevin holds the unique perspective that technology is an enabler helping healthcare organizations be successful. At Evariant, Kevin helps drive an understanding of our solutions from care, business, security and technology perspectives both internally and externally. Kevin is entrenched with our customer, product, and technology teams to establish common threads of communication for value delivery that ultimately result in success for our customers and the communities they serve. Kevin believes winning as a team is achievable through strong collaboration and engagement across healthcare constituents.
Kevin Rill

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Bringing Marketing and the Contact Center Together to Transcend Touchpoints: Q&A with Gary Druckenmiller

contact center agentThe healthcare call center is the front door to the health system. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations.

Agents may be limited to a basic set of functions with minimal insights on patient journeys. It is clear that in order to succeed in today’s competitive landscape, providers must focus on proactive strategy to transform their call center into an engagement center.

Gary Druckenmiller, VP of Customer Success, recently led a webinar entitled Transcend Touchpoints from Digital to Appointment, where he unpacked the ways traditional call centers fall short today, how to integrate marketing into your call center strategy, and tips to better engage callers in order to convert them into patients, provide more proactive referrals, and ultimately improve marketing attribution and ROI. 

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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

The Next Generation Call Center Experience [Infographic]

In healthcare, a traditional call center experience can feel much like calling a cable company—detached, dull, frustrating. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations. Agents may be limited to a basic set of functions with minimal insights on patient journeys.

In order to succeed in today’s competitive landscape, providers must transform their call center into a strategic patient engagement engine. The infographic below highlights the enormous opportunity healthcare providers have to modernize their approach to the call centers. Those that embark on the transformation to the next generation call center—what we fondly call the Engagement Center—will see indisputable value in terms of extended patient lifetime value, high-value service line growth, and smarter patient acquisition and retention.

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Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.