Bruce Gehring was selected to present at Medtrade Spring 2019. His topic, “How Call Centers Can Improve Patient Satisfaction.”
Since patients are paying a greater portion of their healthcare, providers are looking for ways to increase patient satisfaction. As a result, you are probably tracking communications between your patient and members of the care team. But are you considering the communication between your call center or customer service team in your metrics? Positive interactions with your representatives will help create a loyal relationship with your patient.
Bruce Gehring and Sean Murray discussed the following best practices providers can use to improve their patient interactions over the phone:
- recruiting and selecting agents with the right customer service skills
- incorporating the best KPIs to monitor performance
- understanding the compliance requirements.
We had great questions after the presentation and attendees where anxious to receive their copy of the KPIs and sample collection script.
If you would like to learn more about call center KPIs, contact Bruce.