Making Sure Your Medical Call Center is Audit-Ready
- Makayla Ruebush
- 21 April 2021
With an increase in volume for medical call centers, there’s never been more information coming in and out of these facilities. How are you ensuring that your medical call center is audit-ready?
We’re sharing our best tips and strategies for medical call centers to stay audit-ready as we navigate telehealth in 2021.
With employees as the backbone of every medical call center, it’s crucial that they are integrated into the company seamlessly. From the moment they are scheduled for an interview, they should understand the role presented before them and how they can continue to grow in the position.
By investing in your employees, you can reap the rewards of a workplace with passionate and appreciated workers. Provide ongoing training and continuing education to ensure that your medical call center is always up-to-date on the latest trends.
In addition to showing your employees that you care enough to invest, show them that you care enough to listen. Make sure that you are not only consistently communicating with your clients, but allowing them to have a way to communicate with you. Whether that means making yourself available for one-on-one time or streamlining a system to collect their feedback regularly, keeping these communication lines opens helps you avoid any surprises within the workplace.
By having escalation policies and guidelines that help your employees navigate quality assurance, you can ensure that your company policies are consistent across the board. Creating a uniformed process for everything that may occur at your medical call center creates a stable environment where your employees are always ready to provide a great customer experience.
Lastly, evaluate all of your existing workflows and see where you can improve for both your customers and employees. Some things are best done manually, but in the current world there is so much room for automation. Find space for automation to free up time and productivity for your entire medical call center.
When it comes to your current technology as a medical call center, when was the last time you evaluated where new technology could help solve current problems? By keeping up-to-date with the latest trends like gamification technology, you can stay ahead of problems that may arise due to our ever-changing world.
Take advantage of having today’s tech by utilizing several methods of communication for your customers to connect with you. Monitoring these mediums is ideal for tracking positive and negative feedback from customers, as well as seeing which problems and issues might be arising more often than others.
There are a lot of priorities for a medical call center, but protecting patient information has never been higher on the list. With a large number of data breaches and system hacks occurring in our modern time, maintaining security and patient confidentiality is a major factor in the success of telehealth.
Between CCPA requirements and HIPAA adherence, create internal policies that will guarantee that your practices are non-discriminatory, compliant, and ready for a breach or major issue. By providing proper training and processes for employees to adhere to these requirements, this establishes a workplace that is always audit-ready.
In even the top facilities, there is always room for improvement in a medical call center as we continue to provide the best experience possible for all customers and employees.