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6 Tools Healthcare Call Centers Need to Provide High-Quality Patient Experience

The past five years have shown a rise in multichannel customer service. People now look for customer service from social media, live chat, email, and other options. However, patients currently prefer using a telephone when seeking information from medical practices. In his recent article, Aaron Boatin points out that whether it’s appointment setting, general practice information, or emergency calls, it’s important for the medical call center to have the most updated technology to help patients. The article gives six tools healthcare call centers and medical answering services need to provide your patients with high-quality service.

1) Secure Text Messaging App: In all facets of your medical organization, you need to be compliant with HIPAA. This is no different with your call center and its text-messaging channel. Secure text messaging allows your staff to communication with clients and each other quickly and efficiently.

2) Secure Client Web Portal: Having a web portal where clients can update their practice information is important, but it’s just as important that this portal is as secured and encrypted as possible. Data breaches happen more often than people would assume, so it’s crucial to have personal/private information as secure as possible. With this secure portal, practices can have the most up-to-date information (phone numbers, scheduling, etc.) available to the call center for agent use. 

3) Real-time Access to Patient Messages and Information: Healthcare call centers and medical answering services companies must be able to provide the patients messages to the medical practice instantly. Important information like response times need to be imported into the practices electronic health records to avoid having to enter information multiple times.

4) Online Access to Patient Call Audio: Medical practices and healthcare organizations want to be confident that their patients are receiving the best customer experience. It’s the call center’s duty to give the practices easy access to patient/agent phone calls to ensure quality service. 

5) Web On-Call Software: To avoid communication and emergency mishaps, call centers should use web on-call tools that are optimized for mobile platforms. This enables physicians to update their on-call availability no matter where they are so they can maintain a clean and professional practice.

6) Appointment Reminder Service: Automated reminders will help practices maintain revenue by avoiding patient no-shows and keeping schedules clean and accurate.

This blog post was based on an article from AnswerStat. To read the original article, please click the link below: 

6 Essential Technology Tools for Today’s Medical Answering Service – Aaron Boatin

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