Customer Service, Operations, Process Management

Are your calls being answered?

One of the most common complaints patients or prospective patients have is that when they call to make an appointment, their call is not answered. How frustrating this must be. In many instances, it takes a lot of courage to make that first phone call to seek help. When the call is not answered, it sets off a chain reaction of events that ultimately delays or prevents somebody from scheduling an appointment. This issue is unacceptable, but also very fixable. The goal of every healthcare organization should be for the Intake Process be set up so that all callers that are trying to schedule an appointment be able to do just that.

Ensure patients can get through

There are two ways to guarantee that a patient can reach a live person to schedule an appointment.

1. Technology- Most phone systems have easy to set up and use call center technology, and most businesses use some type of this. To sum it up, a caller is put into a queue until the next available live operator can answer. On the provider end, when an operator hangs up with a previous call, their phone will ring with the person waiting in the queue. Everyone that has ever been on hold knows how this works.
2. Implementing standard operating procedures for call center staff- The technology is only effective as the people who use it. Front or back office staff charged with answering calls must follow the procedures and be measured on their success or shortcomings. The systems usually has good reporting tools to ensure KPI’s are being met.

Guarantee It

By combining technology and strong SOP’s, a provider should be able to guarantee that a caller can reach a live scheduler during listed hours of operation. This will eliminate phone tag, and allow more efficient scheduling and treatment of a patient. Too many people want, need, and seek out help only to be let down by an antiquated scheduling process. Guarantee service, and everyone wins. For assistance in setting up the technology or creating and implementing a process and standard operating procedures, visit us at www.link1healthcaresolutions.com.

Customer Service, Operations, Process Management

Most healthcare companies are allocating resources towards improving patient access.  Simply put, patient access refers to patients having some sort of control over when and where they receive care. From the provider’s point of view, patient access comes down to how easy a prospective patient can schedule an appointment. In today’s crowded healthcare space, it is critical that patients can (1) connect with somebody to schedule, (2) have a smooth and efficient registration process. Patient access is strongly connected to the operations of the hospital, clinic, facility, etc. Having available operators to answer every call is one important component, but if the scheduling system is bad, insurance questions aren’t answered, or billing information is inadequate, then patient access would be graded poorly.

Patient Access and Customer Service

Patient access goes hand in hand with customer service.  Healthcare providers should map out their scheduling and registration process through the eyes of the patient paying attention to these questions.

-How easy is it to speak to a live person?

-Is there an easy to use, easy to find internet platform where patients can communicate?

-Is registering quick and easy, avoiding inefficiencies and repetitive questions?

-How quickly does the providers’ office return a communication to a patient after a message has been left?

Pay Attention and Set Yourself Apart

Having a world class patient access system is not easy, but it should be the goal. It can be difficult for a patient to schedule an appointment, and especially so if their issue is serious or very personal. Once they have built up the courage or finally decided to make an appointment, how terrible would it be for them if the systems on the provider’s side caused more anxiety or trouble? Healthcare providers must pay attention to the service they provide as much as they do the treatment.  When the service and treatment work together, the patient experience will be something to celebrate and be proud of.