Employee Survey: Working from Home.
As we emerge, hopefully and with caution, from a historic global lockdown we at RelateCare are beginning to reflect upon the magnitude and scale of what happened, but also...
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...
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...
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...
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...
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,...
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...
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...
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...
RelateCare transition 300+ Service Representatives to Work-From-Home!
The rapid onset of the COVID-19 crisis has created a fundamental fracture in the ordinary ways of living and of doing business. In the face of this crisis, RelateCare...