Specialized Support Services

A high level of customer service with front line staff acting as the first point of contact for patients seeking care is essential to a positive patient experience. Our Quality Assurance programs help organizations maintain best practice standards through call reporting, real-time analytics, screen capture, regular feedback and training.

Our fully qualified agents receive call recordings and screen captures weekly, and run voice analytics and provide agent insight to measure the standard and quality of call interactions. This report is then fed back to management and staff so the necessary improvements can be made.

Quality assurance programs help you to develop a series of standards with measurable goals. This is necessary in order to create an environment of constant improvement, with a focus on staff training and data metrics.

• Frustrating appointment process
• Poor physician utilization
• Difficulty navigating access channels
• Stressed staff
• Inefficient referral process
• Poor patient satisfaction
• Declining patient numbers
• Loss of business to competitors

• Increases access for patients
• Improves physician utilization
• Creates a choice of a geographic location for care
• Provides greater accuracy in selection of clinical care paths
• Enhances agent productivity
• Enables centralized and standardized appointment scheduling
• Provides a patient instructions repository
• Allows for multi-disciplinary scheduling
• Reduces agent or scheduler training time

Staffing is a key element for any business that requires a robust management model to support it. RelateCare offers best practice Workforce Optimization practices and guidelines that will ensure an organization’s patient access strategies are delivered in the most cost-effective and efficient manner.

Our team of consultants works with your organization to ensure that employees are engaged and productive, and the right people are doing the right job. Practices include:

• Data analytics
• Best Practice Training
• Effective Workforce Management and Planning
• Adherence Management
• Employee Engagement Programs
• Talent acquisition
• Retention

By systematically planning ahead, we can help you provide the right number of people, with the right skills to staff your healthcare contact center. In an industry as fast-moving as healthcare, workforce management is needed to remain efficient and avoid losses due to over staffing or wastage.

Our Business Intelligence and Analytics program use a variety of tools, applications, and methodologies to enable organizations to collect data from internal and external systems so that leadership can make better decisions.

We use a combination of tools such as ad hoc analysis, querying, enterprise reporting, software as a service to measure data. We also employ data visualization techniques to design charts and other infographics in order to build dashboards and performances scorecards that display visualized data and metrics in an easy-to-understand way.

Understanding and analyzing your data allows you to accelerate and improve decision making; optimize internal processes; increase operational efficiency; drive new revenues; gain a competitive advantage over business rivals identify market trends and spot business problems that need to be addressed.

• Frustrating appointment process
• Poor physician utilization
• Difficulty navigating access channels
• Stressed staff
• Inefficient referral process
• Poor patient satisfaction
• Declining patient numbers
• Loss of business to competitors

• Increases access for patients
• Improves physician utilization
• Creates a choice of a geographic location for care
• Provides greater accuracy in selection of clinical care paths
• Enhances agent productivity
• Enables centralized and standardized appointment scheduling
• Provides a patient instructions repository
• Allows for multi-disciplinary scheduling
• Reduces agent or scheduler training time

Working with a range of world-class health systems, we are developing a system of benchmarking to indicate best-in-class healthcare contact center operations. Benchmarking provides necessary insights to help you understand how your organization compares with similar organizations around the globe.

By gathering information from previous clients, who are leaders in their field, we have begun to set standards for where healthcare organizations should be in terms of their contact center operations. This includes appointments scheduled, call answer rates, Average Handle Time and a range of other indicators.

Understanding your market and industry is necessary if you want to remain competitive. We give unparalleled insight into what makes a great healthcare contact center so you have the opportunity to compare your current state with the best around.