PLX Academy · Personal Experiences · 09 February 2023
A recent Spoksurvey shows that call centers in hospitals are no longer “answer and transfer” sites where patients would call and then be sent to another hospital service line. The amount of communication in hospitals has made organizational consolidation more difficult, and call center employees are in charge of a wide range of tasks, from communicating with patients to giving information to providers.
The survey of about 400 healthcare professionals found that 62% of hospitals have set up a call center strategy to meet the different communication needs of their patients. One-fourth of the people who answered do not have a call center strategy, and 15% were not sure.
Patients who call the call center often depend on the person on the other end of the line, and one bad experience is all it takes for a patient to switch to a different healthcare provider. Communication skills are more important than ever for frontline employees, because call centers in hospitals need to work well and give great service.
Clear and effective communication is imperative for call center employees
They should know a lot about the services offered by the hospital. They might not know everything about how the services work, but they should be able to recognize names and talk to patients about them. Details and organization are very important, and people who work in a call center should know how to listen to patients and meet their needs. They should also be able to tell the medical office important information, especially if the patient needs to be sent to a doctor.
Medical call center employees are reliable sources of information, and they should be able to talk clearly, intelligently, and quickly enough to help their clients. Every day and night at a medical call center is different, so the front-line workers need to be flexible and creative, and they need to know that they have to change often.
All individuals employed in a medical call center should use empathy often. It can be taught, and when it is there, customers will notice. They’ll feel at ease calling the center and talking to workers. Speed and efficiency in helping patients do not mean helping a caller as quickly as possible. Employees on the front lines should know when to listen and give patients the time they need. And they should know when to move the caller on without making them feel rushed. Having patience and staying calm under pressure are important skills, especially when a patient is angry or scared. A good call center knows how to keep their cool when things get tough. The best call center worker knows how to make patients feel better while they are on the phone.
How to improve call center communication skills
Hospitals should pay for classes and training for call center employees to enhance their ability to talk to people. Patients are at the center of any medical call center, and everything the call center does should be for the benefit of the patients, whether agents are helping patients find care or working on patient outreach. Research shows that technology is also a key part of all strategies and changes to call centers. Training and courses should help frontline employees in call centers be more productive, both for themselves and for the company, and keep a good mood and a positive environment.