May 14, 2020 / by RelateCare | Communicating Better Health / Blog, Services, Thought Leadership
Virtual visits are a relatively new phenomenon for many patients. In a recent press release from Epic, one organization in New York experienced an increase from 20 to 1,300 virtual care sessions in a matter of days and has subsequently increased to an average of 6,500 virtual visits daily1. In California, Stanford Children’s Health clinicians […]
Read more
A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part I)
January 14, 2021 / by Dr. Robert Grant / Blog, Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Thought Leadership
In this two-part series, we take an in-depth look at RelateCare’s Continuous Improvement Division, which is dedicated to the integration of a ‘Lean’ philosophy and culture into our healthcare contact center solutions and operations. In the first part of the series, we explore the origins and background of the Continuous Improvement Division in RelateCare, why […]
Read more
The Evolving Methods of Training in the Contact Center
December 2, 2020 / by Dr. Robert Grant / Contact Center, employee engagement, Patient Access, Thought Leadership, training
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 simply ‘give an answer’ or direct the customer or patient to the right place. The contact center must offer a complete customer experience where the quality […]
Read more
Current State Assessment: Unlocking the healthcare contact center
December 1, 2020 / by Dr. Robert Grant / Blog, Contact Center, Patient Access, Scheduling Optimization, Thought Leadership
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 to give a first impression, which we know can be long-lasting. It is where a patient can have either a positive or negative experience which sets […]
Read more
Smartsourcing and Co-sourcing: The Future of Client-Partnership
November 10, 2020 / by Dr. Robert Grant / Contact Center, Partnership, Patient Access, Services, Thought Leadership
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 miles away over-seas in order to save a few dollars. It can also be challenging for organizations to place the level of trust required in the […]
Read more
The Value of Employee Engagement within the Healthcare Contact Centre
June 30, 2020 / by RelateCare | Communicating Better Health / Blog, employee engagement, Services, Thought Leadership
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 often quite complex to resolve, and so, in order to provide consistent high-quality patient experiences, it is necessary to have experienced, knowledgeable patient service representatives with […]
Read more
RelateCare Patient Support Model
May 14, 2020 / by RelateCare | Communicating Better Health / Blog, Services, Thought Leadership
Virtual visits are a relatively new phenomenon for many patients. In a recent press release from Epic, one organization in New York experienced an increase from 20 to 1,300 virtual care sessions in a matter of days and has subsequently increased to an average of 6,500 virtual visits daily1. In California, Stanford Children’s Health clinicians […]
Read more
Quality Assurance and the Healthcare Contact Center
May 11, 2020 / by RelateCare | Communicating Better Health / Blog, News, Partnership, Services, Thought Leadership
This article is part of RelateCare’s ongoing blog series featuring our consultants and their area of expertise. The below is by our Head of Quality Assurance, Mary May. As we all know, Quality Assurance is an essential part of any industry. From building cars to software development, the history of industry has always emphasized the […]
Read more
RelateCare transition 300+ Service Representatives to Work-From-Home!
April 6, 2020 / by Dr. Robert Grant / Blog, News, Press Release, Thought Leadership
The rapid onset of the COVID-19 crisis has created a fundamental fracture in the ordinary ways of living and of doing business. In the face of this crisis, RelateCare have taken swift and decisive action to respond to this new world. The goal is two-fold: to support our client partners in maintaining service excellence in […]
Read more
The Physician Champion: essential to optimizing your healthcare contact center.
September 26, 2019 / by wpengine / Blog, News
Patient Access: The First step on the journey During medical school, my responsibility as a physician-in-training was to show up, see the patient in the room, and make sure I was providing the best care possible. However, when I moved into residency, and subsequently moved into a role as a faculty member, I noticed that […]
Read more