Patient Access/Call Centers

Communicating with customers, patients, caregivers, physicians, providers, and insurance carriers requires new and innovative approaches that maximize impact and have a cost-to-benefit delivery model.

That’s where call centers, centralized communications, on-line  secure internet messaging and other direct media can play a key role in providing greater flexibility, faster speed to market, and higher influence with your target audience. Let Snap Marketing help you with build or buy business case analysis as well as with the design, management and execution of your patient telephone access strategies and tactics. Providing a single call vision to callers is becoming more critical to healthcare systems both as a competitive strategy and as as a cost savings benefit. Centralizing all patient/customer telephone communication is something that Snap Marketing experts can help you decide how this innovative communication model can best serve your telephone or internet contact needs. 

• Call/Contact Center Assessment and Benchmarking

GAP Assessment examines people, process and technology to determine baseline performance standards and metrics. Utilizing a scorecard tool, we identify how these areas rank as compared to best practices in comparable hospital settings. The GAP Assessment analyzes call center areas that have the highest concentration of patient call volumes. This analysis is intended to define the present contact center condition, the desired or target condition and the gap between them. Utilizing best practices as standards for healthcare contact centers in the key areas of people, process and technology; the GAP analysis will help determine your call center's core competencies and baseline performance metrics. 

• Telephone Etiquette and Customer Service Training For All Hospital Employees

92% of all transactions at a hospital originate with a telephone conversation.  This essential communication between staff and new  and existing patients needs to be standardized to ensure a positive experience occurs thereby ensuring patient satisfaction and loyalty as well regulatory compliance. Blending multi-media video clips from movies, TV and YouTube, with web based testing and certification, and customized role playing call scenarios specific to your institution, this 2-hour on-site interactive training is designed to bring a modern approach to telephone training that is fun and memorable.  

• Front Desk CARE~1st Patient Care Training

First impressions count. Patients form lasting opinions that can influence future perceptions and behavior towards your healthcare system.  Reception, Guest Services, Concierge, Schedulers, Registration Representative, RN's, can all benefit form the CARE~1st patient training.  Using the best practices of the top 100 hospitals, staff will learn how to mange delicate patient interactions. This highly interactive program instructs users to manage patient scenarios such as, the fearful patient, the angry patient, the lonely patient, the demanding patient, etc. Patient centric standards are presented so that staff understand the need to consistently deliver CARE~1st behavior with every patient interaction.

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Contact SNAP to discuss your call center check-up. Compare and benchmark best practices for the Top 100 Hospitals.