Healthcare Call Center Best Practices
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Patient care also includes a quick and on-time response. Therefore, the healthcare industry has started using different technology tools. There are several communication tools for the healthcare industry available. One of the most popular communication tools available for the healthcare industry is a call center solution. The healthcare organizations or third-party call centers that offer communication services to the healthcare organizations use a call center solution for the healthcare industry.
Whether you run a third-party call center for the healthcare industry or if you are using it for your healthcare organization, there are some best practices that have to be followed. Some of them are mandatory because of legislation and some of them are necessary to follow to assure excellent patient experience.
Top best practice healthcare call centers need to follow:
1. HIPPA compliance
HIPAA (Health Insurance Portability and Accountability Act) has been in existence for more than 20 years. Any application or software that is going to handle patient data needs to follow the rules set as per the HIPP compliance. This is necessary for healthcare call centers as well. It is necessary to learn about all rules related to HIPPA compliance and plan to use a call center solution, train agents, etc. in a way that the healthcare call center is compliant with HIPPA.
Two important protocols defined in HIPPA are EHR (Electronic Health Record) and IHR (Individual Health Records). The call centers need to make sure they don’t save confidential medical history or data of patients. The sensitive patient data has to be encrypted to keep it secure.
2. Add self-serving options
In many cases, patients or their families need common services or assistance. For example, they would like to book a health checkup appointment with a doctor or they want to check the test report. In this case, the call center solution can provide the required assistance or response with self-serving features. The healthcare contact centers can identify these types of areas and add self-serving options.
3. Priority and emergency services
The call center software tends to put callers in the queue until the agents are available to take the call. However, in the healthcare industry, emergencies are common. In this case, the call center solution has to be configured to handle emergency calls differently. Likewise, some patients need priority care compared to other OPD patients. The call center solution should have a different call queue for this type of patient in the healthcare call center.
4. Omnichannel support is a must
In the healthcare industry, the healthcare call center may need to give health check appointment reminders, medical test reports, etc. All these cannot be handled via voice call. Also, it is necessary to provide remote communication to patients to deliver excellent patient care. Therefore, adding unified communication channels to the contact center software is a must for a healthcare call center.
These are the top four best practices that a healthcare call center must follow. We offer healthcare communication tools, including, a call center solution for healthcare organizations. To book a free demo, contact us.