The article “Interoperability in the Call Center – A Natural Solution” by Matt Everly states that the most important role of a healthcare call center is to serve as a virtual lobby during internal and external calls. It might be the first time a patient interacts with your healthcare organizations, so it’s crucial to make a great first impression. In order to make a great impression on patients, healthcare call center agents need to have the most up-to-date technology and data, which requires interoperability (different technologies and systems communicating to share data).
An example Everly gives of interoperability is a call center agent needing to get a patient’s room number for a call, but that type of information usually comes from an external database. Interoperability syncs the call center software with the external database so the call center agent doesn’t have to use multiple systems in a clunky, multi-step process. Interoperability is crucial in providing callers with an efficient and fast response. Systems that should be connected to the healthcare call center system include health records, scheduling systems, and monitoring systems.
Just as external systems can be uploaded into the call center system, so too can the call center system’s information be sent to these external systems. This can enable the entire healthcare organization to be informed on all facets of the business and have a solid master record from all databases. It’s also important to note that not all systems allow for interoperability. There are many systems with dated technology that weren’t created with data sharing as a function. There are ways to connect these systems to your modern technology, but they can be quite expensive and potentially not work to 100% of your standards.
Last but not least, a benefit of interoperability is cost reduction for your healthcare organization. This is due to call center agents being able to operate more efficiently with fewer mistakes. The more that can be done automatically, the less time the agent has to spend on unnecessary tasks.
This blog post was based on an article from AnswerStat. To read the original article, please click the link below:
Interoperability in the Call Center: A Natural Solution – Matt Everly
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