The healthcare industry is growing rapidly, especially in the post-pandemic era. During the pandemic, Providers of healthcare industries have gone beyond the traditional methods of patient care and started offering telehealth support and virtual patient care. To sustain this growth, the healthcare industry has relied on different outsourcing partners offering BPO solutions for healthcare industry.
Today, a large number of healthcare providers resort to call center outsourcing for the healthcare industry to ensure better patient engagement at every stage ranging from medical answering services to post-care surveys. By outsourcing the non-core tasks like appointment setting, inquiry handling, and claim processing, a healthcare provider can help its staff better focus on the core operations related to treatment and patient care. At the same time, it allows them to reduce footfall on the hospital premises, which is necessary for pandemic and post-pandemic scenarios. Besides these, there are a number of obvious benefits of opting for call center outsourcing for healthcare industry. These include:
Improved Patient Engagement
High-quality patient service and patient satisfaction are a product of a personal touch and quality feedback to make your patients feel valued and comforted. A leading provider of BPO solutions for healthcare industry equips its staff with personalized customer relations skills, a knowledge base specific to healthcare practice, and the right technology to guarantee best-in-class service from its agents.
Some of the key performance indicators (KPIs) monitored in call center outsourcing for healthcare include:
- Average speed to answer (ASA)
- Average handle time (AHT)
- Customer satisfaction score (CSAT)
- Net Promoter Score (NPS)
- Missed or declined calls
By leveraging these metrics, a healthcare call center can identify challenging areas and improve customer service, better train their staff, and perform quality assurance on behalf of your healthcare business. The professionalism and personalities of agents can also boost patient interactions and lead to better customer satisfaction.
Better Workforce and Project Management
In the healthcare business, demand fluctuations depend on a number of factors, including, unique medical offerings. Therefore, scaling your workforce and promoting the efficiency of your in-house staff in the wake of a sudden demand spike can be challenging.
As communication is an essential part of patient care, you have to ensure well-coordinated patient communication that involves doctors, insurance officers, and management. However, utilization of the workforce and managing resources in this manner can be quite challenging. As if there is no coordinated and scalable approach to patient communication.
With BPO solutions for the healthcare industry, this challenge can be aced. It also reduces the need to put patients on hold. Besides, call center outsourcing for healthcare providers can help you achieve organizational goals like CX transformation for better patient care.
Reduced Patients No-show Rate
In the healthcare industries, patients often forget about an appointment or prescription refill due to a lack of a proper reminder mechanism. It leads to an increase in patients’ no-show rate and affects the overall productivity of your workforce. That is why it is important to opt for BPO solutions for healthcare companies that can offer timely reminder services. And also ensure that the patients will show up for the appointment. In case a patient cannot attend the appointment, the healthcare agents can always go ahead and reschedule the appointment. And inform the doctors or management about the change. This way, the healthcare industries like hospitals and clinincs can fill the slot with another patient and maintain the workforce productivity level.
Better Patient Care
Your patients contact the hospital in emergencies, for getting information, for appointment scheduling and rescheduling, and much more. A dedicated team of agents offering BPO solutions for healthcare companies like yours can help you to handle distressed patients.
The call center reps at any HIPAA compliant healthcare call center are trained to show empathy and care towards patients and protect patient data by adhering to the industry compliance. In addition, they can help you provide sound and knowledgeable advice on time. Thus, they can improve the level of patient care using prompt interventions as and when required.
Lowered Overhead Costs
Staff expenses are a considerable portion of the total expenses in your business. Apart from salaries, you have to bear the cost of onboarding, medical benefits, and much more for your workforce. On the other hand, call center outsourcing for healthcare reduces overhead costs like office expenses. Therefore, it gives you a chance to reduce your overhead cost significantly.
These are some of the significant benefits of call center outsourcing for healthcare businesses. These benefits can help you improve patient care and strengthen your brand position in the market.
