Contact Center Design Strategy

Healthcare Call Center Design

What is it?

Only by developing a clear vision of your future state contact center can you begin to make the necessary changes to improve your healthcare contact center. RelateCare works hand-in-hand with you to design a vision for your contact center, based on clear goals, achievable benchmarks and target KPIs.

How does it work?

Our team of clinical and technical consultants are experts in the design of best-in-class contact center operations, having assisted Cleveland Clinic in designing their Access to Care center. Our team works with you to understand where your organization needs to go, and how best to get there. We focus on:

  • Quality Assurance & Control
  • Executive Leadership Training
  • Learning, Development & Employee Engagement
  • Staffing Analysis & WorkForce Management
  • Continuous Process Improvements
  • Telephony & Technology Optimization
  • Scheduling Protocol Enhancement
  • EHR Scheduling Logic Design

Why do you need it?

The lack of a clear vision is one of the most common problems with patient access and healthcare contact center operations. Only with a clear strategy in place can changes be made in order to improve access, efficiencies and productivity. A clearly articulated strategy, with buy-in from all levels of stakeholder is a key step towards:

  • Increased patient access
  • Better patient satisfaction
  • Increasingly satisfied employees
  • Greater physician utilization
  • Reduced costs
  • Increased efficiencies
  • Lower staff turnover

Patient Testimonials

You have been the best person that I have spoken to so far! Thank you Patrick, I really appreciate it

Patient, Appointment Scheduling Service, California, USA

I received excellent advice from Amanda. She was very practical, helpful and supportive. This is a fantastic resource. Thank you.

Patient, Lactation Service, Ireland

It’s so nice to have someone here to listen to me

Patient, Post Discharge Service, Cleveland, USA

I want to let you know that Leah is phenomenal, she is most excellent, expedious, kind, knowledgeable. I have called through and spoken to her a couple of times now and she is as patient as can be so I want to let you know that I would give her 10 stars plus.

Patient, Appointment Scheduling Service, Boston, USA.

The RelateCare nurse truly went above and beyond to try to help this patient, including contacting the police, a suicide hotline and working with our clinic staff to contact a provider. I was extremely impressed and proud of this work. Really, really outstanding.

Healthcare Leader, Nurse Triage Service, Texas, USA.

The customer services representative who assisted me was… exceptionally friendly, helpful, and professional. Good customer service is not as common as one would hope.

Patient, Appointment Scheduling Service, Texas, USA.

you have been the most helpful person I have dealt with through this situation and I want to thank you so very much

Patient, Appointment Scheduling Service, St. Louis, USA.

Patrick went the extra mile, he was compassionate and made our experience so much easier

Patient, Appointment Scheduling Service, California, USA.

See what some of our clients say about our work

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