Healthcare and Medical Call Centre
Healthcare organisations face rising competition regardless of their scale. Customer experience is more important than ever before, which has led to the rise of healthcare call centres. These medical call centres provide an important link between medical staff and patients. By improving the patient experience and simplifying administrative work, clinical call centres bring benefits to both patients and medical personnel.
What is a healthcare call centre?
A healthcare call centre manages incoming and outgoing calls for healthcare organisations. Any type of healthcare organisation can benefit from a clinical call centre, including hospitals, clinics and medical offices, hospice, nursing homes, and more. Medical call centres optimise time-consuming administrative work like managing appointments, providing information about services offered, resources available, and at times even consultations with medical professionals. By streamlining the flux of calls, healthcare call centres allow medical personnel to focus on meaningful work while providing a quality patient experience.
What are the infrastructural needs to set up a medical call centre?
The simplest way to set up a healthcare call centre is to subscribe to a VoIP service, which can be accessed through any Internet-connected device and connected to existing hardware. Because the business telephony system is software based, there will be no more need for expensive hardware upgrades. Ringover would take care of all upgrades and software updates for you, including providing assistance for the onboarding period. With call centre software powering your clinical call centre, you’ll have access to sophisticated telephony features that ease daily operations and improve the patient experience.
How to optimise your healthcare call centre for better profits & lower costs?
Call management
For clinical call centres who receive and make calls for a wide range of purposes, call management is one area where VoIP telephony features make a significant difference. Interactive voice response (IVR) allows callers to navigate a preset options menu independently. The medical call centre staff saves time, and the patients are empowered to access the information or personnel most helpful to them. VoIP software also provides the feature of call routing, which allows you to set rules regarding the call influx to your healthcare call centres. You can set your business hours, and route calls to the most appropriate team members.
Omnichannel communications
With the multitude of communication channels available, patients have their choice of communication. They expect to receive communications from their medical call centres in their preferred manner too. If you’re still opting for a hardware-based telecommunications system, you won’t have the diversity of communications options necessary to meet patients’ expectations. With a business phone system, you’ll offer your patients not only phone calls, text messages, videoconferencing, and more. While this increases convenience for your patients, your practice will also be able to send important appointment reminders to decrease the rate of missed appointments.
Track performance with accurate KPIs
Investing in VoIP software is a great first step to optimising your medical call centre’s operations. But to understand the initial effects of your VoIP service and continuously optimise your operations, tracking KPIs is key. That’s why Ringover provides an intuitive analytics dashboard. You can easily understand your team’s service level on individual and collective levels. Plus, the dashboard allows you to easily pick up graphics–ensuring reporting is a snap!
How to set up your medical call centre correctly?
Setting up your healthcare call centre with Ringover is very simple. You simply have to sign up and download the application that you will find in Windows, Apple or Linux. Once downloaded, go to the account icon to enter your Ringover credentials. Now you’re ready! Start creating numbers and link them with your customer service team, create an IVR menu and enter routing rules to automatically divert calls to the right department or person. If you have any questions, our support team is available at any time to guide you through the process.
Why use Ringover’s call centre for healthcare?
Compare Ringover Contact Centre features to other contact centre platforms.
| Solution | Price | Features | Ease of Use |
|---|---|---|---|
| Ringover | |||
| Zendesk Talk | |||
| RingCentral | |||
| Freshdesk | |||
| Dialpad |
Other industries
Healthcare Call Centre FAQ
- What is a healthcare call centre?
- How do you provide good customer service in healthcare?
- How long does Ringover take to deploy?
- Does Ringover offer out of the box integrations?
- Is it possible to export your call logs?
What is a healthcare call centre?
Healthcare call centres manage appointments and provide information about patient care plans and services offered. Depending on the type of healthcare organisations, medical call centres can also offer resources, insight into illnesses, or even medical advice.
Communication is a key aspect of the patient experience, which is why clinical call centres have become more and more important in recent years. If a healthcare organisation creates a medical call centre, staff and patients benefit from optimised communication processes.
How do you provide good customer service in healthcare?
One important way to improve customer service in healthcare is by implementing a medical call centre. Based on Call Centre as a Service software, healthcare call centres offer multiple tools to ease call management. Integrations with patient management systems mean that medical personnel will have access to the right patient’s file at the right time. They’ll have all the context necessary to provide the patient with a frictionless experience. More sophisticated features like IVR help to manage incoming calls, reducing wait times for patients and empowering them to find the information needed independently. Finally, healthcare call centre software includes an analytics dashboard, allowing managers to track performance at the team and individual level. Continuous optimisation of the customer service experience will finally be possible.
How long does Ringover take to deploy?
Deploying Ringover in a healthcare call centre only takes a few minutes. That’s because the phone set up is meant to be done totally independently, with no technical expertise required. To get set up with Ringover all you’ll need to do is sign up. Once you’ve added phone numbers to your account and employees on your account, your clinical call centre will be online. To find out more about the account creation process, you can explore our support pages.
Does Ringover offer out of the box integrations?
Ringover offers out of the box integrations. You can choose from dozens of integrations available, including popular CRMs like Hubspot and Salesforce. You can find a selection of our available integrations here.
Is it possible to export your call logs?
Ringover allows you to export your call logs. In fact, you can even apply filters to your logs prior to exporting them so you only export the specific calls you need. When it comes to higher or lower performing calls or employees, you’ll be able to export the call logs to understand the patient’s exact path and identify where things went right or wrong.