Healthcare and patient care call center

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In any hospital (public or private), health centre or clinic, these are places where users usually contact by telephone for some procedures, such as managing medical appointments, quick consultations, information on results, refunds, resolution of incidents, etc.

During the Covid-19 pandemic since the beginning of 2020, many of these centres have suffered stress due to the high workload caused by the pandemic, which affected the ability of professionals to meet the needs of a particularly high volume of phone calls from patients for china email list their dealings with the health centre. That is why, even more so since then, centres have begun to bet more firmly on hiring health call centre services to respond to the needs and requirements for contact and procedures of their patients or clients.

Healthcare Call Center Services
Among the functions or tasks assigned to the team that makes up a healthcare Call Center, the following stand out:

Patient care : for any type of procedure requested by patients with their doctor, nurse, secretary or administration of the hospital, clinic or health center.
Care for the insured : exclusively for private clinics and hospitals that work with private health insurance companies.
Appointment : reservation of an appointment, mainly for medical consultations or other procedures such as renewal of prescriptions, medical reports, etc.
Medical agendas : to modify dates and times of medical consultations with your patients and avoid blank spaces during the day and thus optimize your daily tasks and agenda.
Appointment reminder : so that no one forgets to show up for their medical appointment, and reconfirm their attendance by making the relevant changes to the agenda of the medical staff or the health center.
Incidents or complaints : very useful for providing not only a channel through which patients can make complaints or open incidents, but also for healthcare Call Center operators to be able to provide solutions during the same call.
Administrative procedures : such as refunds, invoices, medical reports, test results, etc.
Telemarketing : This is a service that is widely used mainly by insurance companies, such as Sanitas, Adeslas, Asisa, etc., so that they have a team of commercial teleoperators to prospect the market and facilitate the sale of medical insurance to potential clients.
Others : any other need regarding daily management and related to patients or clients that can be attended to and resolved by telephone through the health Call Center .
Benefits of a healthcare call center
Among the benefits provided by the services of a healthcare Call Center are:

Patient Satisfaction – By providing a channel through which patients can reach out, have someone respond to them, and easily complete paperwork over the phone.
Improved organization : both for the medical team, as well as assistants, secretarial and administrative staff, since they are no longer assigned a series of tasks that take up time and are not always appreciated.
Customer experience : giving reasons for higher levels of customer satisfaction simply by having someone answer the phone.
Cost reduction : by optimizing the time that healthcare professionals spend on more important and relevant tasks, in addition to the fact that the costs of a healthcare Call Center are much lower than they may seem.