Looking to optimize customer care in the healthcare sector? Outsource it!

The healthcare sector is constantly evolving, and customer care is becoming an increasingly important aspect of the industry. 

The level of customer service you provide can directly impact their willingness to consult a healthcare expert for a minor or even severe concerns. Adding customer service into every touchpoint of your patient's visit establishes a trusting relationship with them that will inspire them to return.

However, with high volumes of patients and complex regulations, optimizing customer care can be a challenge for healthcare organizations. 

Are you a healthcare organization struggling to manage high patient volumes and complex customer care processes? Do you want to improve patient satisfaction and reduce costs, but don't have the resources or expertise to do so? If the answer is yes, then outsourcing may be the solution you're looking for.

Optimizing customer care through outsourcing

In the healthcare industry, customer care is a crucial process that can make or break the reputation of an organization. 

Here are some key steps to optimize the customer management process in the healthcare sector through outsourcing:

• Evaluate the current customer management process
  
  

 The first step is to evaluate the existing customer management process in your organization. Identify the strengths, weaknesses, and areas that need improvement. This can involve analyzing patient feedback, reviewing customer service metrics, and conducting surveys to gauge patient satisfaction. This evaluation will help identify areas that could be outsourced to enhance the process.

• Determine the scope of outsourcing

 Once the current process has been evaluated, determine the scope of outsourcing. Identify which aspects of the customer management process could be outsourced to a third-party service provider. This can include appointment scheduling, medical billing and coding, medical transcription, patient follow-up, and customer service.

• Identify potential service providers 

After identifying the areas that can be outsourced, research and identify potential service providers. Look for providers with experience in the healthcare sector, relevant certifications, and a track record of delivering quality services. Evaluate their capabilities, expertise, and technology to ensure that they can meet your organization's needs.

• Define Service Level Agreements (SLAs)
  
  

Once you have identified potential service providers, define Service Level Agreements (SLAs) that specify the quality and level of service required. This should include metrics such as response times, accuracy, and patient satisfaction. SLAs help ensures that service providers meet the agreed-upon standards and hold them accountable.

• Implement and monitor the outsourcing process

Once the service provider has been selected and SLAs have been defined, it's time to implement the outsourcing process. The service provider should be integrated with your organization's systems and processes to ensure smooth operations. Monitor the performance of the service provider through regular reporting, performance metrics, and patient feedback. By following the above steps, healthcare organizations can identify the areas that can be outsourced, then implement and monitor the outsourcing process for maximum benefit.

Benefits of outsourcing customer care in the healthcare sector

Customer service is important in healthcare for several reasons. Patients are often in vulnerable and stressful situations when seeking medical care, and the quality of customer service can greatly affect their experience and satisfaction. Besides patient satisfaction, customer care is also important for the reputation of the hospital, as well as the patients’ safety. Patients who feel comfortable communicating with their healthcare providers are more likely to disclose important information about their medical history and symptoms, which can help prevent medical errors.

However, providing quality customer service in healthcare can be challenging due to time constraints, the complexity of healthcare, language, and cultural barriers, emotions and stress, limited resources, and technology. 

Luckily, outsourcing customer care processes in the healthcare sector can help face these challenges and bring several benefits to healthcare organizations, some of which include:

Cost savings

 Outsourcing customer care processes can help healthcare organizations save costs on staffing, training, technology, and infrastructure. Service providers can leverage their expertise and economies of scale to provide cost-effective solutions that meet healthcare organizations' needs.

Enhanced service quality

Specialized service providers have the skills, knowledge, and experience to handle customer care processes efficiently. They can provide high-quality service that meets industry standards, complies with regulations, and exceeds patient expectations.

Scalability

Outsourcing allows healthcare organizations to scale up or down their customer care operations as per their requirements. They can add or remove services based on the demand, without worrying about staffing and training costs.

Focus on core operations

By outsourcing customer care processes, healthcare organizations can focus on their core operations, such as patient care, research, and innovation. They can leverage their resources and expertise to improve their core operations and achieve better patient outcomes.

Access to technology and expertise

Third-party providers can provide healthcare organizations access to the latest technology, tools, and expertise in the customer care domain. This can help healthcare organizations stay updated with industry trends, improve their processes, and achieve their business objectives.

Patient satisfaction

 Outsourcing customer care processes can improve patient satisfaction by providing high-quality service, timely follow-up, and personalized attention. This can lead to better patient outcomes and improved patient loyalty.

Compliance with regulations

 Service providers can ensure that healthcare organizations comply with the regulations related to customer care, such as HIPAA and HITECH. This can help healthcare organizations avoid legal penalties and reputational damage.

Faster turnaround time

Outsourcing companies can handle customer care processes more efficiently, which can lead to faster turnaround times. This can help healthcare organizations provide better service and reduce patient waiting times.

Reduced errors

Service providers can reduce errors in customer care processes by using automated tools and following standardized procedures. This can lead to better accuracy, compliance, and patient safety.

Competitive advantage

Handling customer care to third parties can help healthcare organizations gain a competitive advantage by improving service quality, reducing costs, and focusing on core operations. This can help them attract and retain more patients, improve their reputation, and grow their business.

10 ways to provide better customer services in healthcare

Providing excellent customer service in the healthcare industry can make a significant difference in patient satisfaction and overall healthcare outcomes. Here are 10 ways healthcare providers can provide better customer service:

Listen to patients

Healthcare providers should actively listen to patients' concerns and needs, and take them seriously. This will help build trust and improve patient satisfaction.

Be responsive

They should respond to patients' inquiries and concerns promptly, and keep them informed throughout their healthcare journey.

Provide clear communication

It is important to use clear and concise language when communicating with patients.

Be empathetic

Healthcare providers should show empathy and understanding towards their patients and acknowledge their emotions and concerns.

Personalize the experience

They should personalize the patient experience by considering their individual needs and preferences.

Offer convenient access

Healthcare institutes should offer convenient access to healthcare services, such as online appointment scheduling, telemedicine, and mobile apps.

Provide education and resources

They should provide patients with educational resources and tools to help them better understand their healthcare options and make informed decisions.

Follow up

 Healthcare providers should follow up with patients after appointments and procedures to ensure they are recovering well and have no further concerns.

Focus on quality of care

It is crucial to focus on providing high-quality care to patients, which includes providing timely and effective treatment.

Continuously improve

Healthcare providers should continuously evaluate their customer service practices and seek feedback from patients to identify areas for improvement.

By following these base 10 practices and collaborating with the right third-party service providers, healthcare hospitals can provide better customer service and improve patient satisfaction, ultimately leading to better healthcare outcomes.

Outsourcing: The future of the healthcare industry

Did you know that the global healthcare IT outsourcing market is expected to reach $61.28 billion by 2025? (Grand View Research)

According to a survey conducted by Black Book Market Research, 88% of healthcare providers plan to outsource some aspect of revenue cycle management (RCM) by the end of 2021.

The outsourcing market for clinical trial research services is expected to grow at a CAGR (compound annual growth rate) of 13.7% from 2020 to 2027, driven by increasing demand for clinical research services, the need for cost-effective drug development, and the growing trend of outsourcing clinical trials to emerging economies. (Allied Market Research)

According to a survey by Deloitte, 59% of healthcare providers in the United States outsource at least one clinical or non-clinical function, and 77% plan to increase or maintain their level of outsourcing in the future.

Outsourcing of medical transcription services is expected to grow at a CAGR of 6.5% from 2020 to 2027, driven by the increasing adoption of electronic health records (EHR) and the need for accurate and timely patient records. (Grand View Research)

These statistics suggest that outsourcing is a growing trend in the healthcare industry. However, healthcare organizations should carefully consider their outsourcing decisions and evaluate potential outsourcing partners to ensure that they are getting the best value for their investment.

Why choose us?

If you're looking to optimize customer care in the healthcare sector, outsourcing can be a game-changer. At We Are Fiber, we're here to help you make it happen! Our team of experienced professionals has a proven history of delivering high-quality, reliable outsourcing solutions to healthcare organizations of all sizes.

With our state-of-the-art technology and expertise in the healthcare sector, we can help you streamline your customer care operations, reduce costs, and improve patient satisfaction. Whether you need help with appointment scheduling, medical billing, and coding, medical transcription, patient follow-up, or customer service, we have you covered.

So why wait? Contact us today and let us show you how outsourcing can help you optimize your customer care operations and take your healthcare organization to the next level. We're confident that with We Are Fiber, you'll see a noticeable improvement in your customer care processes and patient satisfaction. Don't miss out on this opportunity to enhance your healthcare organization.

Contact us today and let's get started!