Providing the most reliable patient care is every healthcare BPO service provider’s goal. One of the most important aspects of a healthcare institution’s work life is being available for patients 24X7. This is an improbable task considering the frantic schedules healthcare providers have to deal with. That’s where efficient healthcare answering services come into play. A resourceful healthcare answering service company takes care of this aspect by acting as a virtual front office assistant for people who need to get in touch with the healthcare institution and those whom the healthcare institution needs to call. Now, you can rush to the rest of the article that is a comprehensive guide to outsourcing healthcare answering services. Let’s delve.
What is a medical answering service company and what does it do?
Geared towards safeguarding the interests of the healthcare industry, medical answering services offer secure management of a medical center’s phone lines in alliance with the Health Insurance Portability and Accountability Act (HIPAA). Medical answering services handle all the incoming calls of a healthcare firm with a focus on enhanced customer service and attention to detail. A healthcare answering services company also ensures that the healthcare firm is meeting HIPAA standards for protecting client information. It helps free up the time of the healthcare firm’s in-house staff, thus saving the firm money on hiring a full-time on-site receptionist. Moreover, a healthcare answering services company makes the patients feel valued and cared for.
Over 91% of all customer interactions happen over the telephone. But, nearly 89% of customers are dissatisfied with their experiences over the phone. When a patient makes calls to her doctor’s office, the last thing she wants to face is a busy receptionist on the other end. Or, worse, be stuck on hold. And being kept on hold during a call for a long time is one of the key reasons for patient dissatisfaction.
Enter Healthcare Call Centers
A healthcare call center is an infrastructural setup that helps a hospital to do away with all such hindrances to their patients’ well-being and satisfaction by responding quickly yet attentively to patients. This reduces the burden on the hospital’s administrative staff and helps enhance the overall experience for patients.
Why should a hospital consider outsourcing healthcare services?
What comes to mind when picturizing a healthcare industry? Perhaps doctors and nurses meandering around the hospital hallways, but there is a lot more to it than this. For example, the back-office personnel plays an important role in keeping the hospital up and running 24/7. In fact, they are critical to the hospital’s success. Since many healthcare firms don’t have enough resources to hire and retain relevant staff, many have chosen to outsource. Case in point – In 2023, the global healthcare outsourcing market is estimated to reach approximately $500 billion at an approximate 13% compounded annual growth. What does this mean? It states that there will be an ever-increasing need to reduce or nullify critical mistakes, bring down operating costs, and deliver better services – these three factors will drive market growth and healthcare call centers will be the agents behind these crucial drivers of healthcare growth.