The Evolving Methods of Training in the Contact Center
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...
Current State Assessment: Unlocking the healthcare contact center
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...
Smartsourcing and Co-sourcing: The Future of Client-Partnership
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...
Meeting Patient Preferences: 24/7 Contact Center Services!
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...
Why you need a Denials Management Solution!
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,...
The Role of the Financial Counselor in Healthcare
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...
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...