Better Call Center Software Means Better Healthcare Service
When it comes to personal health, people don’t want to mess around. They don’t have time to wait on hold or get transferred from department to department, searching for someone with an answer.
With better call center software that offers both inbound and outbound communication options, you can increase collections, and improve patient engagement and patient satisfaction — all while giving patients the help they need faster while staying compliant and providing better service.
Often when patients call into a healthcare provider, they have a greater sense of urgency due to the nature of the healthcare industry. It is important to assist patients as quickly and efficiently as possible, but this can be difficult with outdated software. TCN offers several solutions that every provider needs:
- Queue Callback – The interface automatically calls back a patient and takes them to the next available agent without being kept on hold.
- IVR & Automated Payments – Allow patients to automatically look up account and billing information and make payments on their terms and in their own time.
- Call Redirect – Calls will be directed to the best department and agent to handle the patients’ concerns and improve first contact resolution.
Patients need to be kept in the loop regarding account changes, bills and upcoming appointments. But more often than not, healthcare providers do not have time to manually send each patient a reminder for everything they need.
Bill reminders and self-pay options are a great way to reduce the need for agent interaction and provide self-serve alternatives, such as automated balance retrieval, bill requests and pay-by-phone options. Sending automated mass voice messages will help you quickly broadcast important messages to a large group instantly for essential reminders or in cases of emergency.
With the well-being of their patients to worry about, compliance risks are the last thing healthcare providers need to deal with. Compliance is made easy with a comprehensive suite of tools that help monitor and flag compliance risks. Healthcare providers can quickly scrub a phone list to remove cell phones and set up filters for keywords to be alerted of potential compliance risks. TCN also provides call recording software to keep record of all call recordings — keeping documentation of practices and compliance. Having recordings and analytics available in real-time also provides valuable insights when you need them.
Enabling agent success
Empowering your agents is the easiest way to increase call center productivity and efficiency. Through TCN’s software, managers can monitor agent activity and performance, including call volumes and durations, allowing them to make informed strategic decisions and process flow adjustments as needed. Agents can instantly view a patient’s account information at the point of call connection to better tailor their approach to the call. You can also reduce training time and the need for IT resources with an easy-to-use graphical user interface.
TCN is dedicated to bringing healthcare providers the best call center software so you can provide the best service to your patients. Request a demo to learn more about TCN’s cloud-based dialing platform and how it can help you continue providing better healthcare service.