It’s about people: Caring agents and satisfied patients are key to a successful healthcare call centre culture

Erinne Dyer
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Erinne Dyer: Envera Health, USA

Management in Healthcare: A Peer-Reviewed Journal, 2021, vol. 6, issue 2, 134-141

Abstract: Although healthcare is the fifth largest industry in the United States, it ranks 25th and last for simplicity of experience, according to the Siegel+Gale World Simplest Brands report. Wait times, paper forms, complex language and complicated insurance plans have created a significant gap between the engagement experience patients want as opposed to what they receive. As patients transform into demanding healthcare consumers, they expect the same experience from healthcare providers that they receive in other aspects of their everyday life. Patients become frustrated when they compare their healthcare interactions with the attention and ease of use they encounter with most online retailers. One recent study revealed that 75 per cent of consumers want the same experience in healthcare that they get from other industries. The key to providing the type of experience patients want begins on the front line — with the people at the other end of the phone who first engage with the patient. In many cases, this is the healthcare’s call centre agent, trained to help a patient that is looking for an appointment and could be anxious and in need. In the following paper, discover how to find, attract, train and retain the best talent for your healthcare call centre and understand why being able to do this consistently is a critical link to ensuring patient satisfaction and loyalty.

Keywords: healthcare call centre; patient satisfaction; training and culture; staffing (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2021
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