Patient Access Archives

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 welcomes Linda McHugh (MT, MBA) to Consultancy team.

February 25, 2021 / by Dr. Robert Grant / News, Partnership, Patient Access, Press Release

RelateCare are delighted to welcome Linda McHugh to the RelateCare and team. Linda joins RelateCare as an Independent Consultant and Advisor and we are excited to have Linda join our team of expert consultants. Linda is a healthcare executive with extensive Human Resources experience in developing strategy to optimize an organization’s culture and support change […]

RelateCare & Cleveland Clinic Post-Discharge Contact Program Success!

February 25, 2021 / by Dr. Robert Grant / Contact Center, Nursing, Patient Access, post discharge

Established in 2011, Cleveland Clinic’s Post Discharge Contact Program (PDC) supports safe care-transitions for patients from discharge to home, while increasing continuity of care, promoting “One Cleveland Clinic,” and fostering an additional connection between patients and the Enterprise. The PDC program is also utilized to address readmissions by identifying patients at risk for readmission and […]

A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part 2)

January 27, 2021 / by Dr. Robert Grant / Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Services, Thought Leadership

In the first part of our series, we looked at the philosophy behind the culture of ‘Lean’ in RelateCare through the establishment of our Continuous Improvement Division. In this second part, we go a little deeper. Inspired by a presentation from our CEO, Conor O’Byrne at the recent Enterprise Excellence Conference on Global Leadership […]

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 […]

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