The Value of Employee Engagement within the Healthcare Contact Centre

The nature of healthcare contact centres is changing at a rapid pace. Patients are becoming increasingly comfortable with online self-service tools. The remaining live calls to contact centres are often quite complex to resolve, and so, in order to provide consistent high-quality patient experiences, it is necessary to have experienced, knowledgeable patient service representatives with […]

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The Momentum Is Good…..Keep it Going!

For almost five years, I have been submersed in the U.S. healthcare sector. In that time, I have been fortunate to engage directly with executive leadership at some of the top ranked health systems in the world. I have attended my fair share of conferences, big and small, where the future of health delivery has […]

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Data Utilization and Root Cause Analysis within the Healthcare Contact Center

In a fast-paced work environment, problems are often amplified and exacerbated due to a lack of visibility of the root cause of the issue. A true understanding of a situation requires visibility and clarity on the subjects or processes being observed. In my experience as a performance optimization consultant, this can be a major challenge […]

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Family-Centered Patient Access at Children’s Hospitals

As RelateCare Director of Client Solutions, I am responsible for ensuring that RelateCare deliver high-quality services to our client partners and that we are always adding value to the healthcare organizations that we serve. This is a mission I am passionate about with all our clients-partners but I have a special pride in RelateCare’s historic […]

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Contact Tracing and the role of the Contact Center

Contact tracing is a critical element in the fight against COVID-19 and has successfully been utilized to fight other diseases such as MERS and SARS.  In the current crisis, it begins with those who test positive for COVID-19.   Close contacts of those patients are then identified, as they may have been infected as well.  These […]

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Scheduling Optimization: Planning for the Future

COVID-19 has resulted in an unforeseen and dramatic drop in revenue for U.S. hospitals. In some instances, upwards of 60% of visits have been cancelled or need to be rescheduled.  It is evident that health systems must become proactive to ensure they have the greatest chance of bouncing back quickly (and having a V-shaped financial […]

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RelateCare Patient Support Model

Virtual visits are a relatively new phenomenon for many patients. In a recent press release from Epic, one organization in New York experienced an increase from 20 to 1,300 virtual care sessions in a matter of days and has subsequently increased to an average of 6,500 virtual visits daily1.  In California, Stanford Children’s Health clinicians […]

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Quality Assurance and the Healthcare Contact Center

This article is part of RelateCare’s ongoing blog series featuring our consultants and their area of expertise. The below is by our Head of Quality Assurance, Mary May. As we all know, Quality Assurance is an essential part of any industry. From building cars to software development, the history of industry has always emphasized the […]

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