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...
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...
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...
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...
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...
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,...
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...
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 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...
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...
