Healthcare Call Center Solutions

The world of healthcare has changed, with technology transforming healthcare delivery and the traditional patient experience (PX). Healthcare Call Center Solutions can be a key touchpoint in a patient or members’ journey with a healthcare organization, and be a driver for patient satisfaction.

What is healthcare call center?

Healthcare Call Centers or BPO’s (Business process outsourcing) essentially take care of certain tasks to support medical staff and healthcare organizations. Typically a healthcare call center handles activities like billing, transcriptions, customer support, and even sales. 

Despite their primary area of concern being people, healthcare organizations like hospitals, health plan providers and pharmaceutical companies have not been able to provide a personalized healthcare experience and thus are not considered customer-centric enough. Healthcare call centers can help change that.

What is a healthcare call center

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How does a healthcare call center differ from traditional call centers?

Healthcare call centers have distinct objectives and KPIs. Patients are likely to view your call center as part of their patient or member journey with your organization, which is why the engagement standards for healthcare contact centers is much higher. 

Delivering a personalized healthcare  experience to the patients,  which is compassionate and effective is of the highest priority for these institutions. Agents working for healthcare call centers will need to be trained to deal with life-or-death situations, and the right information on their dashboards can be critical.

How does a healthcare call center differ from traditional call centers

Benefits of implementing healthcare call center solutions

Improved patient engagement and satisfaction

It can be difficult to think of the healthcare sector as transactional and commercial, but the reality is that patient motivations are similar to those of retail customers. Which is why patient engagement and patient satisfaction are key to determining the success of healthcare organizations.  

Live agents are still the preferred means for patients seeking healthcare advice. The speed and efficiency with which you deal with patients will factor into patient satisfaction levels. Outbound healthcare call center operations are necessary for keeping patients engaged and delivering a personalized healthcare experience. 

3 quarters of people that call have called customer service lines feel it takes too much time to reach a live agent - healthcare call center solutions can help circumvent this by implementing powerful cloud-based CATI/IVR software with Automatic Call Distributors. Voxco’s healthcare feedback management platform comes with powerful dashboards which can relay the right information to agents, allowing them to deliver a personalized healthcare experience at every touchpoint.

Improved brand advocacy

Combat patient churn! Efficient healthcare call centers help in delivering a personalized healthcare experience, thereby increasing customer loyalty which can be measured through NPS surveys. Positive word of mouth based advocacy marketing is invaluable in the healthcare sector.

Better follow up efficacy and patient management

Outbound healthcare call centers help healthplans manage follow-ups with their clients, and ensure that they are receiving a required level of care. Agents can receive personalized information on their dashboards which can help them monitor factors like:

  • Appointment reminders
  • Care navigation
  • Post visit follow ups
  • Medication follow ups
Benefits of implementing healthcare call center solutions

Reimagine your patient experience with healthcare call center solutions

Ensure compliance and patient data privacy

Ensure compliance and patient data privacy

Patient data is sacrosanct. Voxco uses the best possible measures to ensure your patients’ data and metadata is safe and secure, and that your organization remains HIPAA compliant and meets GDPR regulations.

Build member relationships that last

Build member relationships that last

Reduce patient churn by adding depth to your offerings via healthcare call center services. Lower costs - for patient and provider by improving patient engagement. Ensure customer satisfaction at key touchpoints and improve profitability with Voxco.

Personalized interactions

Personalized interactions

In the age of personalized services, patients and health plan members expect a better, more personalized healthcare experience. Healthcare call centers can help gather data about patients which can help HCOs deliver a personalized patient and member experience. 

Leverage Voxco CATI and Voxco IVR software to gather feedback from your patients and personalize their experience.

What can a healthcare call center take care of for you?

Processing claims

Claim processing is critical for healthplan providers, and a poor experience at this touchpoint is a huge factor in customer churn. Voxco’s Healthcare call center software can help manage a large number of callers via our IVR and CATI Software, minimizing the chance of a customer having a negative experience.

Billing

Healthcare organizations need to process vast amounts of medical records daily. Medical coding and billing is a complicated affair, with out of pocket costs being different for every patient and procedure. Voxco’s analytics and dashboard software can provide healthcare call center teams with the right details at the right time to ensure productivity remains high when dealing with medical codes and billing.

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Why Voxco for healthcare call center software?

productivity

Omnichannel

Easily manage phone calls at your healthcare call center and manage online feedback with voxco’s omnichannel platform

administration

Enabling HIPAA Compliance

Highest standards in data security and privacy allow your organization to be HIPAA compliant

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Flexible and secure hosting

Whether you require a cloud-based SaaS hosting option or you wish to host data on your own premises, Voxco’s got you covered

leadership

Premium service and support

Best in class premium support and service to help you get the most from your healthcare call center software.

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries

Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries