October 5, 2020 / by RelateCare | Communicating Better Health / Blog, Revenue Cycle, Services, Thought Leadership
Insurance denials are an ever-present issue in U.S. healthcare. When an insurance company notifies you that it considers a certain treatment, service, or medication not part of your benefits, this is called a denial. Receiving notification of a denial can be devastating for patients, both emotionally and financially, especially for those who are in a […]
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Decision Trees to Optimize Scheduling Practices
April 28, 2021 / by Dr. Robert Grant / Blog, Scheduling Optimization
As part of our ongoing Consultancy and Advisory series, this week we are talking to one of our foremost expert consultants, Dana Cameron, about the complex but essential work of scheduling optimization. Prior to joining RelateCare over 10 years ago, Dana worked at the Cleveland Clinic for 35+ years as Lead Systems Analyst, and was […]
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Continuous Improvement Team Shave Heads for a Good Cause!
April 16, 2021 / by Dr. Robert Grant / Blog, employee engagement, Events, Fundraising
In an act of kindness and solidarity, the RelateCare Continuous Improvement Team have gone bald and shaved their heads to raise money for the Irish Kidney Association (IKA). The chosen charity is not without meaning as our colleague of 11 years, Hugh Magee, has been receiving incredible support from the IKA this past few years […]
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NAHAM Patient Access Week: Patient Service Representative Spotlight!
April 9, 2021 / by Dr. Robert Grant / Blog, Contact Center, Customer Service, Patient Access
As part of our NAHAM Patient Access Week celebrations we decided to feature our access agents! While RelateCare as an organization focuses on patient access from a range of angles: consultancy, quality assurance, scheduling, and many more, it is our agents that are on the telephone, talking and dealing with patients, supporting and helping them […]
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RelateCare Winner of Customer Service Award at 2020 Waterford Business Awards !
March 3, 2021 / by Dr. Robert Grant / Awards, Blog, Contact Center, Customer Service
RelateCare are incredibly proud to have won the Customer Service Award in the Waterford Business Awards for 2020! The Waterford Business Awards are designed to recognize outstanding contributions and achievements by Waterford companies in a range of sectors. The judging panel looks for innovation, creativity, dedication, and a commitment to excellence. For RelateCare to win […]
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A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part I)
January 14, 2021 / by Dr. Robert Grant / Blog, Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Thought Leadership
In this two-part series, we take an in-depth look at RelateCare’s Continuous Improvement Division, which is dedicated to the integration of a ‘Lean’ philosophy and culture into our healthcare contact center solutions and operations. In the first part of the series, we explore the origins and background of the Continuous Improvement Division in RelateCare, why […]
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Current State Assessment: Unlocking the healthcare contact center
December 1, 2020 / by Dr. Robert Grant / Blog, Contact Center, Patient Access, Scheduling Optimization, Thought Leadership
The healthcare contact center, while often going unnoticed, is in many ways the key to the patient access experience. It is the first touchpoint, the ‘front door’, the opportunity to give a first impression, which we know can be long-lasting. It is where a patient can have either a positive or negative experience which sets […]
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Meeting Patient Preferences: 24/7 Contact Center Services!
October 6, 2020 / by RelateCare | Communicating Better Health / Blog, Contact Center, Patient Access, Scheduling Optimization, Services, Thought Leadership
For many organizations across many industries the appeal of having a 24/7 contact center is growing. During the normal business hours of 8-5 Monday-Friday, it can be challenging for people to make appointments, find information, or seek reassurance from an organization. People seem busier than ever, working jobs, commuting, taking care of kids, all while […]
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Why you need a Denials Management Solution!
October 5, 2020 / by RelateCare | Communicating Better Health / Blog, Revenue Cycle, Services, Thought Leadership
Insurance denials are an ever-present issue in U.S. healthcare. When an insurance company notifies you that it considers a certain treatment, service, or medication not part of your benefits, this is called a denial. Receiving notification of a denial can be devastating for patients, both emotionally and financially, especially for those who are in a […]
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The Role of the Financial Counselor in Healthcare
September 2, 2020 / by RelateCare | Communicating Better Health / Blog, Revenue Cycle, Services, Thought Leadership
Outlining responsibilities and capturing payment upfront is an essential ingredient to ensure a healthy revenue cycle, particularly as healthcare organizations target a V shaped recovery. Patients are often powerless and price blind when it comes to understanding complicated bills with confusing codes post service. With looming discussions regarding the future of price transparency and enabling […]
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The Value of Employee Engagement within the Healthcare Contact Centre
June 30, 2020 / by RelateCare | Communicating Better Health / Blog, employee engagement, Services, Thought Leadership
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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