There comes a time when you’re going to have to outsource your hospital call center, but when is the right time? Well, as many hospitals are moving toward value-based care, they are forced to achieve a lot more financial objectives since improving patient experience becomes vital to their hospital. Providers that start to lose patients because of bad customer service can really fill it on their bottom line, which puts customer service at the top of the hospital’s priority list.
Add the fact that the Centers For Medicare & Medicaid Services requires that hospitals subject to their Inpatient Prospective Payment System annual payment update provisions in order to collect their annual payment update is even more incentive to make customer service a top priority. This makes outsourcing your call center to a service that specializes in medical answering services even more crucial. And if you’re not sure if it’s the right time, here are a few reasons to really tell if it’s time to make the move:
Falling short on call center benchmarks
If you have 5% or more of patients hanging up before they get help or if wait times are longer than a minute, then your call center might be understaffed or not trained enough.
Low patient satisfaction scores
Your call center might be a huge problem if you see that your patient satisfaction scores are going down instead of up!
Turnover in the call center is high
If you have a high turnover in your hospital call center, you may have a current team of professionals who are undertrained and not doing their job right. They might be underpaid and just staying at this job until something better comes around.
No real coaching or training for call center staff
If you don’t provide adequate training or coaching for your call center staff, then don’t expect them to be knowledgeable about how to provide the best customer service possible. Your employees might feel unprepared or frustrated to deliver exceptional customer service.
Referring providers are frustrated with your call center service
It’s not just patients who matter! When referring providers can’t get through to make appointments for their own patients, it’ll put future referrals and revenue at risk.
PatientCalls has been a leader in the medical answering service field for over 15 years providing answering services with top rated quality and expertise to those in need of optimizing their organizations’ time and communications. Call PatientCalls today and ask for more information regarding our 14-day risk free trial and custom flat rate monthly price plans.