5 Things Contact Center Leaders Need to Pay Attention to

As someone who works in the healthcare contact center space, I've noticed a growing trend: contact centers are being asked to do more for healthcare practices. They're not just scheduling appointments anymore. They're taking on bigger roles that impact patient care, revenue and overall operational efficiency.

If you’re ready to step up and become a true driver of your organization’s success, here are five areas to pay attention to:

Elevate Your Strategic Position

Stop pitching your services solely to practice managers. Instead, aim higher — much higher. Your offerings need to resonate with the C-suite. Why? Because centralizing certain functions can have big impacts on your organization’s bottom line.

Contact centers are positioned to gather data on patient interactions, identify pain points and propose solutions that improve the patient experience and operational effectiveness. By framing your value in terms of strategic objectives — reducing care delays, maximizing revenue opportunities and enhancing patient satisfaction — you can position the contact center as an indispensable partner in achieving organizational goals.

Centralize Prior Authorization and Radiology Scheduling

Prior authorization is often a chaotic process within individual practices, leading to potential care delays and lost revenue when procedures are performed without proper approvals. By centralizing this function within the contact center, you can implement standardized processes, improve tracking and ensure timely follow-ups.

Similarly, radiology scheduling tends to operate in its own silo, disconnected from other appointment scheduling. Bringing this under the contact center umbrella allows for better coordination, especially when imaging studies require prior authorization. While centralizing these functions can be challenging organizationally, the long-term benefits of efficiency and patient care are substantial.Implement a Virtual Front Office

Consider handling all initial patient calls through the contact center before they reach individual practices. This “Virtual Front Office” approach offers several advantages:

• Provides comprehensive data on call types, volumes and patterns.
• Allows you to identify opportunities for automation or proactive communication to reduce unnecessary calls.
• Enables the development of standardized handling procedures for common queries.
• Frees up practice staff to focus on in-office patient care.

Implementing a Virtual Front Office requires close collaboration with practices to define responsibilities and workflows. However, it can significantly improve the patient experience by ensuring consistent, knowledgeable responses to inquiries.

Optimize Appointment Reminders and Instructions

No-shows and last-minute cancellations are often attributed to patient forgetfulness, but the reality is more complex. Patients frequently show up on the wrong day, at the wrong time or the incorrect location. Others arrive unprepared because they didn't receive proper instructions for procedures, like colonoscopies.

Contact centers should take the lead in implementing sophisticated reminder systems that go beyond basic date and time information. Consider:

• Location-specific reminders with map links.
• Customized prep instructions sent via text or email.
• Timely reminders for multi-step preparations. For example, “It's 4:30 p.m.— have you started your colonoscopy prep?”

By reducing no-shows and improving patient preparedness, you'll help maximize the utilization of valuable resources like specialist time and imaging equipment.

Streamline the Referral Process

 Referrals represent an important juncture in patient care, but they're often handled inefficiently through outdated methods like faxes. Contact centers can take ownership of this process by:

• Implementing digital referral management systems.
• Tracking referrals to ensure timely follow-up.
• Coordinating between referring and receiving providers.
• Ensuring all necessary information is transmitted accurately.

By centralizing and modernizing referral management, you can reduce care delays, improve communication between providers and capture revenue that might otherwise be lost due to mishandled referrals.