healthcare customer service best practices

Healthcare Customer Experience Tips

CHALLENGES

Healthcare companies are targets for litigation due to regulations across their services to their customers. BPA Quality was asked to provide quality insights of high-risk areas such as HIPPA, Appeals & Documentation via the contact center.

Agent Soft Skills

It is imperative for healthcare agents to use positive soft skills to impact the overall member experience. Arm them with the skills they need to succeed in delivering top-notch service.

 

Customer Retention

Help develop service strategies to increase member participation in services like key medication programs, which reduces their costs and provides better healthcare outcomes.

Customer Satisfaction

Core metrics for any solid contact center, help your agents understand what it means to solve the issues and make the customers happy at the same time. For example, agents need to strategically handle transfers, so the customer effort is reduced and made easy.

Regulations & Service

Stay in compliance without sacrificing the service. Help your agents balance both needs for the best overall experience; while, ensuring HIPPA compliance.

Agent & Supervisor Training

Training designed specifically for healthcare contact center agents and supervisors, based on the feedback from best practices in the healthcare industry.

Benchmarking

Make sure you don’t just compare yourself. Learn where you stand in the industry and against other best-in-class companies worldwide.

Healthcare customer experience successes

To find out MORE ABOUT HOW BPA helps the healthcare industry call center quality performances and uncover factors that affect their customer experiences, contact us today to discuss your customized quality plan.

BPA has helped clients improve eBusiness in such areas as prescriptions and mail-order drugs.  By using targeted evaluation strategies, we spotlight opportunities to increase member participation in key medication programs which can reduce their costs and better their health outcomes.

Steve Hide, BPA Quality Director for a Top Healthcare Company

See how BPA Quality can help your Healthcare Call Center too

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