A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part 2)

In the first part of our series, we looked at the philosophy behind the culture of ‘Lean’ in RelateCare through the establishment of our Continuous Improvement Division.   In this second part, we go a little deeper. Inspired by a presentation from our CEO, Conor O’Byrne at the recent Enterprise Excellence Conference on Global Leadership […]

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A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part I)

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 […]

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The Evolving Methods of Training in the Contact Center

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 […]

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Current State Assessment: Unlocking the healthcare contact center

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 […]

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Smartsourcing and Co-sourcing: The Future of Client-Partnership

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 […]

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Meeting Patient Preferences: 24/7 Contact Center Services!

For many organizations across many industries the appeal of having a 24/7 contact center is growing. During the normal business hours of 8-5 Monday-Friday, it can be challenging for people to make appointments, find information, or seek reassurance from an organization. People seem busier than ever, working jobs, commuting, taking care of kids, all while […]

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Why you need a Denials Management Solution!

Insurance denials are an ever-present issue in U.S. healthcare. When an insurance company notifies you that it considers a certain treatment, service, or medication not part of your benefits, this is called a denial. Receiving notification of a denial can be devastating for patients, both emotionally and financially, especially for those who are in a […]

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The Role of the Financial Counselor in Healthcare

Outlining responsibilities and capturing payment upfront is an essential ingredient to ensure a healthy revenue cycle, particularly as healthcare organizations target a V shaped recovery. Patients are often powerless and price blind when it comes to understanding complicated bills with confusing codes post service.  With looming discussions regarding the future of price transparency and enabling […]

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The Value of Employee Engagement within the Healthcare Contact Centre

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 […]

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