Making Sure Your Medical Call Center is Audit Ready

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. 

People

With employees as the backbone of every medical call center, you must integrate them into the company seamlessly. From the moment you schedule 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 consistently communicating with your clients and allowing them to have a way to share 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 you to avoid any surprises within the workplace. 

Process

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 uniform process for everything that may occur at your medical call center makes a stable environment where your employees are always ready to provide a great customer experience. 

Lastly, evaluate your existing workflows and see where you can improve for both your customers and employees. While you should do some things manually, there is so much room for automation in the current world. Find space for automation to free up time and productivity for your entire medical call center. 

Technology

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 everyday problems? By keeping up-to-date with the latest trends like gamification technology, you can stay ahead of issues 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 and seeing which problems and issues might be arising more often than others. 

Compliance

There are many priorities for a medical call center, but protecting patient information has never been higher on the list. With many data breaches and system hacks occurring in our modern time, maintaining security and patient confidentiality is a significant factor in the success of telehealth. 

Between CCPA requirements and HIPAA adherence, create internal policies that guarantee that your practices are non-discriminatory, compliant, and ready for a breach or significant issue. Providing proper training and processes for employees to adhere to these requirements establishes an always audit-ready workplace. 

There is always room for improvement in a medical call center in even the top facilities as we continue to provide the best experience possible for all customers and employees. 

Download our Medical Call Center Audit Checklist today and ensure that your company is ready for success in telehealth!