Healthcare Call Center Essentials

The essential guide to healthcare call centers. Today’s healthcare call centers are overwhelmed with patient calls and the daily stresses of our busy medical system. But running a healthcare call center comes with its own set of challenges. Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help you create a thriving contact center that meets the urgent needs of both patients and the medical community. By addressing common pain points, Healthcare Call Center Essentials will teach you how to: - Train and retain agents for long-term success - Measure your metrics to understand your call center’s strengths and weaknesses - Create more efficient and effective call center operations - Understand the dynamics of traffic, time management, and employee issues - Optimize your systems to better meet the needs of your medical community Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success provides practical and actionable tips to call center directors, managers, and leaders. You’ll discover how to better manage your team and maintain achievable strategies to meet your goals and powerfully support patients and healthcare centers. By implementing the strategies in Healthcare Call Center Essentials, you can improve your daily systems and optimize your contact center operation. Get your copy today.

Managed Care

Basics of the U.S. Health Care System, Second Edition provides students with a broad, fundamental introduction to the workings of the healthcare industry. Engaging and activities-oriented, the text offers an especially accessible overview of the major concepts of healthcare operations, the role of government, public and private financing, as well as ethical and legal issues. Each chapter features review exercises and Web resources that make studying this complex industry both enjoyable and easy. Students of various disciplines—including healthcare administration, business, nursing, public health, and others—will discover in Basics of the U.S. Health Care System, Second Edition a practical guide that prepares them for professional opportunities in this rapidly growing sector. The Second Edition has been updated substantially to reflect the passage and implementation of the health care reform act of 2010, as well as new information on information technology, Medicare, Medicaid, and much more. Basics of the U.S. Health Care System features: • A new chapter on the Patient Protection and Affordable Care Act of 2010 • A complete overview of basic concepts of the U.S. healthcare system • Student activities including crossword puzzles and vocabulary reviews in each chapter • Helpful case studies • PowerPoint slides, TestBank, and Instructor’s Manual for instructors • Online flashcards, crosswords, and an interactive glossary for students

Do you lose customers about as fast as you gain them?= It doesn't have to be that way. Customer service isn't a once-and-done effort. It takes ongoing work to truly meet your customers' expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn customer service from an embarrassing weakness into a business strength. With over three decades of business and entrepreneurial experience, Peter Lyle DeHaan, PhD, offers his prescriptions to serve customers better and stop driving them away. You'll discover: - The three key areas where customer service occurs and why they must work together. - How to avoid common errors that too many businesses make. - Why delighting customers is not the best approach and sets up future failure. Based on a lifetime of real-world examples, Sticky Customer Service reveals customer service gone wrong and customer service done well. Customer service is not a set-it-and-forget-it initiative. Never lose sight of this. Sticky Customer Service will keep you moving forward and on track. Uncover helpful customer service tips through this compelling read, encouraging you to do better and celebrating what you do best. Learn how to meet your customers' expectations every chance you get. Get Sticky Customer Service and turn customer retention into a strength.

The expectations of speed, reliability, and intimacy of call centers are increasingly becoming the benchmark that patients use to measure the quality of their interaction with a healthcare enterprise. This volume addresses the challenges that healthcare systems professionals face as they attempt to fulfill--and exceed--patients' expectations of the call center. It offers several case studies of healthcare call centers that overcame the challenges and achieved the goals of service, satisfaction, revenue, and rention. The authors also discuss how to create a vision for a medical call center; how to redesign the customer service call center infrastructure; and how to develop web-based knowledge management systems for call centers. This is an issue of the Journal of Healthcare Information Management, sponsored by the Healthcare Information Management Systems Society.

"Students of introductory Health Care Marketing courses need an engaging, informative, and up-to-date, understandable resource that explains the basic principles of marketing and strategy in a health care setting. With new content on social media and digital marketing, a thorough consideration of ethics, and more multimedia content, the new edition

The technology underpinning the various types of Telehomecare available has been current for more than a decade, and the time is right for an evaluation of both the technology and the effectiveness of Telehomecare as a system which contributes to the delivery of care within the home. The field is complex, encompassing multiple applications which monitor things such as task oriented behavior; lifestyle; vital signs; environmental extremes (such as carbon monoxide levels); and passive personal emergency response systems. All of these applications are based upon the collection of data within the home by a device which translates that data into information and transmits it to an external location, prompting some type of action if necessary. This book brings together the views and experience of a wide variety of contributors involved in the research and application of Telehomecare. It is divided into two sections, containing contributions from the United States, the United Kingdom and the Netherlands. Each section, comprises chapters written from three different perspectives: research-based, business and the implementation of care. The authors include academic researchers, policy experts, individuals with direct business experience and care providers from each of the three countries. The book reflects on where Telehomecare is today and speculates as to what the future might hold for the field. It will be of interest to all those involved in caring for people in their own homes.

Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.