By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
Health Works CollectiveHealth Works CollectiveHealth Works Collective
  • Health
    • Mental Health
    Health
    Healthcare organizations are operating on slimmer profit margins than ever. One report in August showed that they are even lower than the beginning of the…
    Show More
    Top News
    physical health
    5 Ways Playing Games Can Improve Neural and Physical Health
    September 9, 2022
    Reasons For Hair Loss and Its Treatment
    Reasons For Hair Loss and Its Treatment
    February 16, 2022
    healthcare organization
    5 Actionable Strategies For Healthcare Organizations
    August 15, 2022
    Latest News
    Grounded Healing: A Natural Ally for Sustainable Healthcare Systems
    May 16, 2025
    Learn how to Renew your Medical Card in West Virginia
    May 16, 2025
    Choosing the Right Supplement Manufacturer for Your Brand
    May 1, 2025
    Engineering Temporary Hospitals for Extreme Weather
    April 24, 2025
  • Policy and Law
    • Global Healthcare
    • Medical Ethics
    Policy and Law
    Get the latest updates about Insurance policies and Laws in the Healthcare industry for different geographical locations.
    Show More
    Top News
    email marketing in healthcare
    Harnessing the Power of Email Marketing in Healthcare
    October 26, 2023
    healthcare claims
    The Role of Communication in Resolving Complex Workers’ Compensation Claims in Healthcare Settings
    September 22, 2024
    Wounds and Wisdom: What Motorcycle Accidents Teach Us About Health and Healing
    Wounds and Wisdom: What Motorcycle Accidents Teach Us About Health and Healing
    February 12, 2025
    Latest News
    Building Smarter Care Teams: Aligning Roles, Structure, and Clinical Expertise
    May 18, 2025
    The Critical Role of Healthcare in Personal Injury Recovery: A Comprehensive Guide for Victims
    May 14, 2025
    The Backbone of Successful Trials: Clinical Data Management
    April 28, 2025
    Advancing Your Healthcare Career through Education and Specialization
    April 16, 2025
  • Medical Innovations
  • News
  • Wellness
  • Tech
Search
© 2023 HealthWorks Collective. All Rights Reserved.
Reading: Best Practices for Healthcare Call Centers Should Follow in 2023
Share
Notification Show More
Font ResizerAa
Health Works CollectiveHealth Works Collective
Font ResizerAa
Search
Follow US
  • About
  • Contact
  • Privacy
© 2023 HealthWorks Collective. All Rights Reserved.
Health Works Collective > Wellness > Best Practices for Healthcare Call Centers Should Follow in 2023
BusinessHospital Administration

Best Practices for Healthcare Call Centers Should Follow in 2023

Healthcare providers must rely more heavily on call centers as customers are more likely to interact with them over the phone.

Amanda Glassman
Last updated: February 20, 2023 9:18 pm
Amanda Glassman
Share
6 Min Read
medical call centers benefits
Shutterstock Licensed Photo - 744418816 | By Elnur
SHARE

Since the beginning of the COVID-19 pandemic, the healthcare system has been affected in many ways. The impact on primary care has been very significant, as it has undergone major organizational changes. We have seen how many health centers have been closed due to the contagion of health workers. The need to limit face-to-face assistance to avoid contagion has significantly increased the use of telephone assistance.

Contents
Call Centers Are Becoming Increasingly Important for Healthcare CentersCall Centers Offer a Number of Huge Benefits for Healthcare Providers

Although the pandemic has started to wind down in most parts of the world, the focus on digitization and reliance on call centers will continue to rise. This may be necessary to help healthcare providers combat the next pandemic.

Call Centers Are Becoming Increasingly Important for Healthcare Centers

Healthcare providers need to find ways to operate more efficiently, which may involve using call centers to offer a better service to their users. Professional call centers are crucial for health centers trying to operate efficiently. Agile, efficient, and effective call center providers will reinforce the patient’s confidence in their healthcare providers. They can also help hospitals be ready for the next pandemic.

Patients don’t have any visual context when speaking with a healthcare call center representative. Therefore, factors such as the response time and empathy are necessary to offer a good experience. Healthcare providers can user services like that offer call tracking services to monitor performance of their call centers.

More Read

Alternative Quality Contract with Blue Cross Blue Shield of Massachusetts: A Model for ACOs?
Humana Bolsters Care Management Capabilities with Acquisition of SeniorBridge
Healthcare’s 2016 marketing trends to watch
Creative Proposal for Spreading Fewer Germs in Hospitals: Fist Bumping
Nine Out of Ten Hospitals Have No Plan to Achieve Patient Satisfaction

Unfortunately, during this time, due to the pandemic, making an appointment, calling for a consultation, or canceling a visit has, on many occasions, become an impossible task. This has highlighted the deficiencies in public health, which many professionals were already trying to address before COVID. Call centers also have to be managed efficiently, since wait times tripled during the pandemic.

The increase in calls to primary care centers, the lack of staff to deal with them, and the overload of care has led to a considerable decrease in the quality of service. This has also meant increased staff stress due to the impossibility of handling all calls as they should be.

Technology and innovation are crucial for solving this long-standing problem. Healthcare providers should implement appropriate technologies to address these concerns. They need to make sure that they look into the right solutions, since quality varies considerably. This underscores the importance of lead management in any business in today’s world.

It should be noted that many autonomous communities have already started incorporating the callback option for hospitals or health centers. This guarantees patients can access the service over the telephone, which ensures a better level of care and helps address their concerns without the risk of phone line saturation. It also reduces stress for professionals, and significantly reduces task duplication.

For example, some centers have already implemented systems that receive the user’s call and request their telephone number to provide them with an interactive response, informing them when they will receive their call and be attended to. In addition, this system allows the administrative staff to visualize all the pending calls to be made, thus offering the possibility of making reports that allow planning of the necessary personnel resources, depending on a greater or lesser number of calls.

Call Centers Offer a Number of Huge Benefits for Healthcare Providers

Failure to keep an unannounced medical appointment results in a series of setbacks and millions of dollars in losses for the healthcare system. In addition, this wastes human resources and increases waiting lists. To make patients aware of this problem, they should be made aware of the need for collaboration in properly managing the resources available to the health system. For all this, it is essential to provide them with a simple channel so that they can confirm or cancel an appointment.

Some of the keys to solving these problems would be to optimize healthcare resources through SMS, a safe and effective system for reaching the population since the cell phone is integrated into our daily lives. The effectiveness of SMS is comparable to telephone calls but at a lower cost.

SMSBoomerang is an appointment reminder by SMS, which helps to make management more effective, as it reminds the user of the date and time of his medical appointment and gives him the possibility to cancel, reschedule or talk to his health center through a link contained in the same message, makes everything more accessible and easier for him. At the same time, SMSBoomerang sends the information provided by the patient to the health center in real-time, helping to balance schedules and anticipate possible absences.

Being able to reschedule all these postponed appointments effectively has been, and continues to be, one of the significant challenges facing the healthcare sector today.

TAGGED:healthcare call centers
Share This Article
Facebook Copy Link Print
Share
By Amanda Glassman
As a healthcare blogger and author, I have been writing about the latest developments in the medical field for over 10 years. My work has been featured on various online publications, including Healthline and WebMD. I am passionate about educating people on how to stay healthy through proper nutrition and exercise practices. In addition to my blog posts, I have also authored several books that focus on health topics such as dieting tips, disease prevention strategies, and mental health awareness initiatives. My goal is to provide readers with reliable information so they can make informed decisions regarding their well-being.

Stay Connected

1.5kFollowersLike
4.5kFollowersFollow
2.8kFollowersPin
136kSubscribersSubscribe

Latest News

Clinical Expertise
Building Smarter Care Teams: Aligning Roles, Structure, and Clinical Expertise
Health care
May 18, 2025
Grounded Healing: A Natural Ally for Sustainable Healthcare Systems
Grounded Healing: A Natural Ally for Sustainable Healthcare Systems
Health
May 15, 2025
Learn how to Renew your Medical Card in West Virginia
Learn how to Renew your Medical Card in West Virginia
Health
May 15, 2025
Dr. Klaus Rentrop Shares Acute Myocardial Infarction heart treatment
Dr. Klaus Rentrop Shares Acute Myocardial Infarction
Cardiology
May 13, 2025

You Might also Like

Is Medicare A Good Deal?

June 27, 2011
healthcare costs highest in usa monopoly factor
BusinessPolicy & Law

Why US Healthcare Costs So Much More – it’s the Monopoly Factor

March 11, 2012
BusinessPublic Health

Cigarette Warning Labels May Go Up in Smoke

January 9, 2012

Will 2015 Be mHealth’s Coming Out Party?

September 10, 2014
Subscribe
Subscribe to our newsletter to get our newest articles instantly!
Follow US
© 2008-2025 HealthWorks Collective. All Rights Reserved.
  • About
  • Contact
  • Privacy
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?