Inefficiency is expensive. In healthcare, time spent on admin, no-shows, and chasing unpaid invoices can be extraordinarily costly – especially if you have busy, highly qualified people on the task. Here’s how outsourcing those tasks to a call center can improve efficiency and save your practice, clinic, or hospital money.
Streamline Time Spent on Scheduling.
Booking, confirming, and rescheduling appointments can be a significant administrative burden for front desk staff. By engaging a call center service, your practice can efficiently outsource this workload to off-site experts. Self-service options that facilitate scheduling and confirmations can also help patients easily manage their own appointments.
Reduce the Expense Associated with No-Shows.
No-shows are costly. They cause operational volatility and affect both staff and space availability. But studies indicate that a simple telephone reminder can dramatically reduce no-show rates. By combining automated text reminders with call center support for rescheduling appointments if needed, your clinic can reduce no-show rates while ensuring that patients who do need to reschedule can easily do so.
Cut the Costs Associated with After-Hours Support.
Timely support is crucial to a positive patient experience. By engaging a remote call center, your practice or hospital can provide affordable 24/7 answering services, ensuring accessibility and reducing the need to have on-site admin personnel at work overnight or on weekends. Custom answering or forwarding systems can also be implemented to handle non-urgent or routine requests.
Free Up Staff Through Automation and IVR.
A human voice at the end of the line is a perk, but it’s not always a necessity. Chatbots and IVR (Interactive Voice Response) can be used to handle simple tasks without the need for human intervention. This frees up your busy front desk and admin staff, giving them more time and resources to focus on more complex tasks.
Improve Payment Timeframes with Follow-up Calls.
Payment delays can impede your clinic’s ability to operate efficiently and profitably. Outsourced call center staff can help follow up on unpaid invoices, while also walking patients through any questions or concerns regarding their bill. Resolving payment issues over the phone can be quicker and more efficient than sending reminders through the mail.
Improving Operations through Analytics and Data.
Real-time analytics support improvements in your patient support – and also your overall operations. By monitoring caller satisfaction together with the reasons that people are calling, you can take a two-pronged approach towards improving your overall customer service while also identifying potential bottlenecks or points of confusion.
Reduce Your Healthcare Costs by Engaging ACD Direct.
Losing profitability to inefficiency? It’s time to look at outsourced patient customer service. At ACD Direct, we champion quality patient experiences via an integrated contact center platform that connects with your existing systems for seamless, 360-degree support. Not only that, but we offer a pool of trained, US-based customer service reps available to augment your team anytime, anywhere. The result is smoother, more efficient patient support – and a load off the shoulders of your busy team. To see ACD in action, get in touch today!
