Alison Nicole HaughtonNovember 28, 2017

Integrated Healthcare Call Center: Empowering Patients Driving Referrals

As Ambulatory Surgery Centers (ASCs) build and cultivate their referral lists, efficiently connecting patients with the right call center attendee is essential for driving clinical and operational efficiencies. Lowering cost, empowering patients, and driving referrals are the central tenants of ASCs. As a result, providers are investing in technologies that support advanced care coordination and staff optimization.

Given these trends, the rise of ASCs is no surprise. Although, ASC were created out of necessity, they have become a catalyst for care delivery change and the poster child of operational and clinical efficiency. With changes in inpatient surgical reimbursements (more surgeries are being done on an outpatient basis), global growth of ASCs is projected to increase at CAGR of 4.6% between 2016 and 2020.

For many healthcare organizations, maximizing efficiencies while improving patient care can seem like a Sisyphean effort. As healthcare organizations experience the effects of value-based payments, decreased government spending, and the proliferation of high-deductible health plans, doing more with less has become the new normal.

In short, having the right communication tools for patient retention, satisfaction, and care coordination are key differentiators for ASCs. So, how can your healthcare organization call center differentiate itself?

Improve efficiency and reduce response times

An integrated call center is essential for clinical and administrative staff to quickly triage incoming calls. To improve clinical and operational efficiencies, healthcare organizations can maximize call center performance by utilizing call center reports to match staff expertise with specific patient concerns, increase staff at peak calling times, and reduce referral leakage by using integrated workflows to benchmark key performance indicators (KPIs)—e.g., patient follow-ups, appointment reminders, and call center quality control, etc.

Reduce call abandonment with intelligent routing

With healthcare call abandonment rates at nearly 13%, having access to comprehensive and accurate data can improve operational decision making and enhance your patient engagement strategies. When it comes to healthcare, the call center is no longer just about quantitative measures like first call resolution and agent transfer time. Call centers are a strategic imperative for healthcare organizations that have long-term operational goals for driving quality, cost, and value.

Avaya can help you improve operational efficiency, staff productivity, and care coordination with Unified Communications and Collaboration solutions that complement your existing healthcare ecosystem.

Alison Nicole Haughton

With nearly 17 years of Healthcare IT product marketing experience, Ali has worked across the continuum of healthcare for companies such as IMS Health, Harvard Medical School, Parexel, and variety of early stage healthcare companies implementing m-Health clinical solutions. Ali received her bachelor's degree from American University and master's from Tufts University School of Medicine/Emerson College.

Read Articles by Alison Nicole Haughton


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