Contact Center Archives

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 […]

The Evolving Methods of Training in the Contact Center

December 2, 2020 / by Dr. Robert Grant / Contact Center, employee engagement, Patient Access, Thought Leadership, training

Customer expectations for service are constantly increasing, and this is the case in all industries, from banking to communications, and particularly in healthcare. It is no longer enough to simply ‘give an answer’ or direct the customer or patient to the right place. The contact center must offer a complete customer experience where the quality […]

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 […]

Smartsourcing and Co-sourcing: The Future of Client-Partnership

November 10, 2020 / by Dr. Robert Grant / Contact Center, Partnership, Patient Access, Services, Thought Leadership

There are often negative connotations around the idea of outsourcing. On the extreme view, it can be seen as a cynical cost-cutting exercise where local job opportunities are shifted miles away over-seas in order to save a few dollars. It can also be challenging for organizations to place the level of trust required in the […]

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 […]