Outsource Consultants' Blog

How Interoperability Helps Healthcare Call Centers

healthcare call center

The article “Interoperability in the Call Center – A Natural Solution” by Matt Everly states that the most important role of a healthcare call center is to serve as a virtual lobby during internal and external calls. It might be the first time a patient interacts with your healthcare organizations, so it’s crucial to make a great first impression. In order to make a great impression on patients, healthcare call center agents need to have the most up-to-date technology and data, which requires interoperability (different technologies and systems communicating to share data).

An example Everly gives of interoperability is a call center agent needing to get a patient’s room number for a call, but that type of information usually comes from an external database. Interoperability syncs the call center software with the external database so the call center agent doesn’t have to use multiple systems in a clunky, multi-step process. Interoperability is crucial in providing callers with an efficient and fast response. Systems that should be connected to the healthcare call center system include health records, scheduling systems, and monitoring systems.

Just as external systems can be uploaded into the call center system, so too can the call center system’s information be sent to these external systems. This can enable the entire healthcare organization to be informed on all facets of the business and have a solid master record from all databases. It’s also important to note that not all systems allow for interoperability. There are many systems with dated technology that weren’t created with data sharing as a function. There are ways to connect these systems to your modern technology, but they can be quite expensive and potentially not work to 100% of your standards. 

Last but not least, a benefit of interoperability is cost reduction for your healthcare organization. This is due to call center agents being able to operate more efficiently with fewer mistakes. The more that can be done automatically, the less time the agent has to spend on unnecessary tasks.

This blog post was based on an article from AnswerStat. To read the original article, please click the link below: 

Interoperability in the Call Center: A Natural Solution – Matt Everly

 

Screen_Shot_2015-01-20_at_2.12.35_PM

If you're interested in outsourcing with a healthcare call center, we can help at no charge!

Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading healthcare call centers. Let us help you find the call center that best fits your requirements.

 Learn More

Get a Free Call Center Cost Proposal!

Phone: 888-766-4482
Email: ckotlarz@Outsource-Consultants.com

FOLLOW US for relevant and up to date information regarding the call center industry.

  • Outsource Consultants, LLC Google+
  • Outsource Consultants, LLC Twitter
  • Outsource Consultants, LLC LinkedIn
  • Outsource Consultants, LLC Blog RSS Feed
  • Outsource Consultants, LLC Facebook
  • Outsource Consultants, LLC Manta

Download Our Guide to Help You Find the Best Fit Outsource Call Center Partner!

RFP_Template_Book_cover

Download Now

Download Our Top 10 Checklist: Key Areas to Consider when Selecting An Outsource Call Center Partner!

Top_10_Checklist_Book_cover


 
Download White Paper
 

Newsletter

Recent Articles

Categories