Current State Assessment

Healthcare call center consulting, current state assessment

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.

Contact Center Design Strategy

Healthcare Call Center Design

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.

Healthcare Call Center Design

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

Guided Scheduling Questionnaires

RelateCare electronic health record guided scheduling questionnaires

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.

Technology Design and Utilization

Healthcare call center phone

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.

Training and Leadership Development

Training program developed for healthcare call centers.

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.

By implementing Guided Scheduling Questionnaires in several departments, RelateCare helped Texas Children’s reorganize our appointment scheduling system in a more efficient way, leading to better patient access, consistency in appointment scheduling, physician engagement and communication between the patients and TCH.”

Matt Girotto, Assistant Vice President – Texas Children’s Hospital

Want to improve your patient access?