Healthcare Contact Center Consulting

A CSA is a detailed analysis of a healthcare organization’s contact center and patient access strategy, designed to get a clear understanding of its strengths and weaknesses in order to develop an elevated future vision.

A team of RelateCare’s clinical and technical consultants come onsite to your organization for between 3-5 days to examine your contact center processes, and interview staff and management.

We will then compile a detailed report based on findings and report back to management in order to create next steps.

Any improvement in contact center operations must start with understanding the problem. A proper grasp of the strengths and weaknesses is the first step towards:

• Increasing access for patients
• Improving physician utilization
• Providing greater accuracy in selection of clinical care pathways
• Enhancing agent productivity
• Enabling centralized and standardized appointment scheduling
• Allowing for multi-disciplinary scheduling and
• Reducing agent or appointment scheduler training time

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.

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:

• Staffing levels
• Technology utilization
• Telephony platform
• EHR system
• Leadership training

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

Any improvement in contact center operations must start with understanding the problem. A proper grasp on the strengths and weaknesses is the first step towards: Increasing access for patients, Improving physician utilization, Providing greater accuracy in selection of clinical care pathways, Enhancing agent productivity, Enabling centralized and standardized appointment scheduling, Allowing for multi-disciplinary scheduling, Reducing agent or appointment scheduler training time.

RelateCare has a number of consultants (former Cleveland Clinic employees) who are experts in the design and implementation of Guided Scheduling Questionnaires. Our consultants work closely with your organization to develop the questionnaires based on the needs of each department and physician.

We embed these questionnaires into your Electronic Health Record system. We also assist and train your appointment scheduler in the use of these questionnaires.

If you have any of the below then Guided Scheduling Questionnaires might be for you:

• Difficulty scheduling an appointment
• Poor physician utilization
• Over-complicated access channels
• Stressed staff
• Inefficient referral process
• Declining patient numbers
• Loss of business to competitors
• Underutilized technology
• Lengthy training and onboarding of employees

Technology enabled clinical processes are a key part of any modern healthcare organization. We assist healthcare organizations in not only choosing the technology platforms but train in the implementation of these programs to ensure technology is being used in the right way.

Our team of technical consultants guide your organization through the process of choosing, implementing and using technology and telephony platforms in your contact center.

We see many organizations losing revenue due to inability to leverage existing technology systems, or using out of date systems. Technology utilization is essential to a best-in-class contact center operations.

Our training programs are proven to boost employee retention rates by up to 10%, increase average call quality by 5% and maintain a more empathetic engagement with patients and their families. Not only that, we develop a series of campaign specific metrics for call times, productivity and customer satisfaction so you can measure your success along the way.

RelateCare identifies the key areas of development in an organization; each of which are supported by the leadership learning & development program:

• Roles & responsibilities in organization
• Employee Engagement
• Living and demonstrating values
• Emotional Intelligence
• Leadership vs. Management
• Performance Management
• Developing & Leading High Performing Teams
• Communicating at work
• Planning, Prioritization, and Preparation
• Managing personal and organizational change

The success of the program is measured through improvements in core call center KPIs with the program contributing to success in the following areas:

• Reduction in absenteeism
• Campaign specific metrics; call times, productivity, customer satisfaction
• Reduction of employee churn
• Increase in average call quality
• Introduction of Employee Satisfaction Measurement
• Career Advancement