Last year saw the rise in more integration of remote employees than at any time in business history, no matter the industry. One of the most innovative and helpful solutions to keep companies flourishing and customer service seamless, while team members working from home were evolving digital and cloud-based call center solutions. Within the healthcare industry, that solution truly proves its worth, and here, we will look at just a few of the ways that call centers to help medical brands continue to succeed.
Patient Engagement at All Times
While medical companies and related healthcare brands offer more wellness solutions and compassion than commercial brands and traditional retail, the concept of customer engagement and success is just as important. When a medical brand or healthcare facility hears from a “customer,” meaning a patient or client, there is usually an important need for finding the right answer to a problem, as it is most likely health-related.
The vast majority of customer service representatives within a medical brand receive consistent inquiries for such time-sensitive issues as medication dosage, concerns regarding side-effects or insurance coverage, or even symptoms. Callers may be looking for headache and muscle pain solutions or a swelling solution for possible allergic reactions, such as “pufferfish eyes” or unknown maladies that need a timely antitoxin or antidote.
By utilizing a reliable cloud-based call-center solution, your medical brand can offer a customer or patient the needed response time round the clock, as normal office hours need not apply. This personal, one-on-one patient engagement can truly set you ahead in the field and build the needed customer trust and loyalty required for a reputable medical brand.
Call centers improve patient satisfaction.
A proven cloud-based call center solution, such as Bright Pattern Inc, utilizes the cloud and digital technology to allow your medical brand’s trained representative and healthcare experts to access their own contact center dashboard, including multiple phone lines, from any remote location. As most patients needed expert advice or quick healthcare solutions will most likely be calling from their mobile device or cellphone, the communication and clarity of the connection are indeed crucial.
With little more than proper identification, a patient reference ID, and insurance information, your call center representative can provide a customer/patient with immediate healthcare advice day or night and make arrangements for a proper visit to a healthcare professional as soon as possible. With your medical brand and facility offering constant care and solutions, customer satisfaction is guaranteed and can lead to a long relationship built on mutual trust and reliability.
Follow-Up Management and Convenience
Aside from the immediate solutions that a cloud-based call center can offer your clients and patients, there is also the technology provided to your own service team that can benefit both parties at a later date. For example, as your customer’s standard privacy policy gives the option for you to retain their personal information, once that access is granted, you can accurately follow-up with each patient for routine healthcare maintenance and the assurance that your staff’s medical troubleshooting provided efficient and accurate care.
The type of spot-on, personalized relationship that can be maintained through a reliable call center solution can include such crucial medical care offerings are follow-up appointment reminders and scheduling, any needed post-discharge follow inquiries that the patient may have, a double-check on your patient’s satisfaction and feedback, and any other medical care navigation that the individual may require.
As the ongoing pandemic proved to so many healthcare professionals, while face-to-face care is still the most efficient way to provide the needed medical and healthcare guidance, virtual or digital healthcare can also provide many offerings. As the next logical step in successful customer satisfaction and remote guidance, integrating a cloud-based call center solution into your medical brand is unparalleled in 24/7 convenience and efficiency.
