Contact Center Archives

Business Continuity Plans for the Healthcare Contact Center

January 27, 2022 / by Dr. Robert Grant / Business Continuity, Contact Center, Customer Service, Outsourcing, Patient Access, Services, Technology

How do we prepare for the unexpected? This is a question that lurks in the background during normal times but has come to the fore recently. The last number of years have brought all sorts of crises and disasters, including a global pandemic, severe weather events and an increase in cyberattacks. To prepare for such […]

Why consider Centralizing your Healthcare Contact Center?

January 24, 2022 / by Dr. Robert Grant / Centralization, Contact Center, Customer Service, Outsourcing

More healthcare providers are making the strategic choice to centralize their patient access operations in an effort to move towards a a smoother, more streamlined experience for their patients, gaining in efficiencies and reducing waste. Regardless of the size or fragmentation of a healthcare system, this remains a viable option for strategic improvement. What is […]

Quality Control: Why It’s Essential for your Healthcare Contact Center!

September 21, 2021 / by Dr. Robert Grant / Contact Center, Customer Service, Data utilization, Quality Assurance, Quality Control

In the next edition of our Consultancy & Advisory thought-leadership series, we take a deep-dive into Quality Management Systems with our Director of Quality Assurance, Mary May. An experienced and knowledgeable expert in all aspects of quality solutions, Mary tells us about the subtle but important distinction between Quality Assurance and Quality Control, and why […]

Revenue Cycle Outsourcing Management Service

August 24, 2021 / by RelateCare | Communicating Better Health / Contact Center, Continuous Improvement, Customer Service, Outsourcing, Revenue Cycle

For many healthcare organizations, the option of outsourcing your revenue cycle functions to a third-party partner is becoming more and more attractive. The complex tasks of dealing with payors and preventing denials can cause challenges for healthcare providers that can distract from their core goals of patient care. For all healthcare providers and leaders, there […]

Why are Contact Center Outsourcing Partnerships Gaining Momentum?

August 23, 2021 / by RelateCare | Communicating Better Health / Contact Center, Customer Service, Outsourcing, Patient Access, Services, Technology

Transforming customer engagement through optimizing contact center operations has long been considered a way to gain a competitive advantage across many sectors including banking, telecommunications, and retail. One popular tactic has been to partner with business process outsourcing organizations to leverage their expertise to enhance efficiencies and improve the customer experience. This approach has enabled […]

Solving Healthcare Backlogs: Robotic Process Automation

July 27, 2021 / by Dr. Robert Grant / Automation, Contact Center, Patient Access, Revenue Cycle, Scheduling Optimization, Technology

In the latest in our Consultancy & Advisory thought-leadership series, we take a look at some of the latest developments from our resident technology expert, Jordan Reinhardt. As Director of Information Services with RelateCare, Jordan is uniquely positioned to offer key insights into how we can leverage technology to improve patient access for our client […]

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 […]

RelateCare Celebrate NAHAM’s Patient Access Week: Resilience Through Adversity

April 5, 2021 / by Dr. Robert Grant / Contact Center, Continuous Improvement, Patient Access

RelateCare are excited and proud to take part in the celebrations for NAHAM’s (National Association for Access Managers) Patient Access Week April 4th– 8th. Patient Access Week is always a special time in the year for RelateCare, and this year more than ever. NAHAM’s annual Access Week is a “long-standing, annual tradition to raise awareness […]

RelateCare Consultancy Solutions: Centralizing Patient Access Operations

March 24, 2021 / by Dr. Robert Grant / Centralization, Contact Center, Patient Access

In the first of a series of articles taking a closer look at the range of consultancy and advisory solutions offered by RelateCare, we talked to our Director of Client Solutions and Consultancy Services, Rob Hanrahan about the strategic process of access centralization. Rob and his team work with our partners to ensure high-quality service […]

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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