Omnichannel healthcare help desk: Why you need to outsource and more!

As you might have noticed, especially in the post-pandemic period, the healthcare industry is facing tremendous pressure to provide quality care to patients while keeping up with the latest technology and regulations. With the increasing demand for healthcare services and the growing complexity of medical procedures, it has become more and more challenging for healthcare providers to manage their operations efficiently and effectively.

One area that they struggle with, is managing their help desk. A help desk is a critical component of any healthcare facility, providing patients with the assistance they need to navigate their healthcare journey. However, managing a help desk requires significant resources, including trained staff, technology, and time.

To overcome these challenges, the healthcare sector is increasingly turning to omnichannel healthcare help desks. An omnichannel healthcare help desk provides patients with access to information and support across multiple channels, including phone, email, chat, and social media. This approach offers patients greater convenience, flexibility, and choice, while also allowing healthcare providers to manage their operations more efficiently.

However, managing a multi-channel healthcare help desk can be a significant challenge for healthcare providers. With multiple communication channels to manage, providing quality customer service can be difficult and time-consuming. That’s why we highly recommend outsourcing.

But first, what really is an omnichannel healthcare help desk?

An omnichannel healthcare help desk is a customer service platform that enables patients to interact with healthcare providers through multiple channels such as phone, email, chat, social media, and in-person. The goal of an omnichannel healthcare help desk is to provide seamless and consistent support to patients across all channels, ensuring a positive patient experience.

Here are some key features of an omnichannel healthcare help desk:

Multi-channel support: Patients should be able to contact the help desk through multiple channels such as phone, email, chat, social media, and in-person.

Centralized database: All patient data should be stored in a centralized database that is accessible to all staff members.

Intelligent routing: Incoming requests should be intelligently routed to the appropriate staff member based on the nature of the request and the availability of staff members.

Self-service options: Patients should be able to access self-service options such as FAQs, online forms, and chatbots to resolve their issues without the need for human intervention.

Integration with electronic health records (EHRs): The help desk should be integrated with the organization's EHR system to enable staff members to access patient data quickly and easily.

Performance analytics: The help desk should provide performance analytics that enables the organization to track key metrics such as response time, resolution time, and customer satisfaction.

By implementing an omnichannel healthcare help desk, healthcare providers can improve patient satisfaction, reduce wait times, and streamline the process of providing support to patients.

Here’s why outsourcing your omnichannel healthcare help desk is a smart decision for your organization

Outsourcing your multi-channel healthcare help desk to a trusted partner can offer numerous benefits for your organization. Here's why:

• Improved patient experience

Outsourcing your multi-channel healthcare help desk can help you provide your patients with a better experience. A dedicated team of professionals can handle all communication channels and provide timely and personalized support to each patient, enhancing their overall experience and satisfaction.

• Minimize costs

 Managing a multi-channel healthcare help desk in-house can be costly. Handing the help desk to a third-party can help you save on labor costs, infrastructure, and technology expenses. This allows you to allocate your resources more efficiently, improving your bottom line.

• Expertise and experience

A specialized third-party provider can bring a wealth of knowledge and expertise to your multi-channel healthcare help desk operations. They can provide you with the latest tools, technologies, and best practices to optimize your processes and enhance your patients' experience.

• Flexibility and availability

 Outsourcing your multi-channel healthcare help desk can offer you greater flexibility. You can customize your outsourcing solution to meet your specific needs, whether you require 24/7 support, multilingual capabilities, or specialized knowledge.

• Scalability

It can help you scale your operations more effectively. As your patient base grows, your third-party service provider can quickly and easily expand your capacity to meet your increasing demand.

If you're looking to take your healthcare operations to the next level, consider outsourcing to a trusted provider today.

6 key considerations that healthcare providers should keep in mind when outsourcing their help desk

Healthcare providers must keep certain key considerations in mind when outsourcing their help desk to ensure a successful partnership. Here are some of the most important things to keep in mind:

 Healthcare providers must ensure that their outsourcing provider adheres to industry regulations and standards, such as HIPAA, to protect patient information.

It's crucial to partner with a reputable and experienced outsourcing provider that has a proven track record of providing quality healthcare help desk services.

Healthcare providers must choose an outsourcing provider that can tailor their services to meet their specific needs, whether it's 24/7 support, multilingual capabilities, or specialized knowledge in a particular field.

Healthcare providers must ensure that their outsourcing provider can provide thorough training and onboarding to their staff to ensure a seamless transition and effective collaboration.

Effective communication and reporting are critical to the success of any outsourcing partnership. Healthcare providers must choose an outsourcing provider that provides regular updates and feedback on their performance.

Healthcare providers must carefully consider the cost and value of outsourcing their help desk operations to ensure that they receive a high-quality service that delivers a strong return on investment.

6 more tips to keep in mind when it comes to multi-channel help desk in the healthcare sector

Here are six additional tips to keep in mind when it comes to multi-channel help desk in the healthcare sector:

 Healthcare providers must choose the right channels for their multi-channel help desk operations based on their patient demographics and preferences. For example, younger patients may prefer chatbots and social media, while older patients may prefer phone and email.

2. Consistency across channels

 Regardless of the channel, healthcare providers must ensure consistency in their messaging, tone, and branding to provide a seamless patient experience.

 They must manage patient expectations regarding response times, issue resolution, and follow-up to ensure a positive patient experience.

Measuring patient satisfaction with multi-channel help desk operations can help healthcare providers identify areas for improvement and provide a more patient-centric experience.

 While automation and AI-powered tools can improve efficiency, healthcare providers must also provide a human touch to their multi-channel help desk operations to build trust and rapport with their patients.

Healthcare providers must continuously evaluate and improve their multi-channel help desk operations to ensure that they meet patient needs and expectations and provide the best possible experience.

Omnichannel help desk, the next chapter of healthcare delivery

In today's healthcare landscape, patients expect quick and easy access to information and support across multiple channels. With the rise of technology and the increasing demand for convenience and flexibility, healthcare providers must adapt to meet their patients' needs.

Enter the omnichannel help desk. The omnichannel help desk approach allows patients to choose the channel that best fits their needs and preferences, improving their overall experience and satisfaction.

But the benefits of an omnichannel help desk go beyond just patient satisfaction. By consolidating all communication channels into a single platform, healthcare providers can streamline their operations, reduce costs, and improve efficiency, as already mentioned above. They can also gain valuable insights into patient behaviour and preferences, allowing them to personalize their care and services.

Furthermore, an omnichannel help desk can help healthcare providers stay on top of the latest trends and technologies and adapt to changing patient needs, even with all the new channels and communication methods constantly emerging.

Why choose us?

If you are a healthcare provider looking to improve your help desk operations, outsourcing to a trusted partner like We Are Fiber could be the solution you need. With our extensive experience in providing omnichannel healthcare help desk services, we can help you streamline your operations, improve patient satisfaction, and reduce costs.

At We Are Fiber, we understand the unique challenges that healthcare providers face when managing their help desk operations. That's why we offer a range of customizable outsourcing solutions to meet your specific needs, whether you require 24/7 support, multilingual capabilities, or specialized knowledge in your particular field.

By outsourcing your omnichannel healthcare help desk to We Are Fiber, you can free up valuable resources and focus on what you do best: delivering quality care to your patients. Our team of trained professionals will handle all aspects of your help desk operations, including answering inquiries, resolving issues, and providing personalized support to each patient.

But our services go beyond just managing your help desk. We also provide detailed reporting and analytics, allowing you to track your performance and measure the effectiveness of your operations. And with our commitment to continuous improvement, we are always looking for ways to optimize your processes and enhance your patient experience.

So why wait? If you're ready to take your healthcare operations to the next level, we invite you to outsource your omnichannel healthcare help desk to We Are Fiber. Contact us today to learn more about our services and how we can help you achieve your goals.