What Are the 6…
Effective management of the revenue cycle is the backbone of…
At panaHEALTH, our primary objective is to deliver a customized patient experience. We prioritize active listening, ensuring we grasp each patient's unique requirements and offering tailored solutions accordingly. This personalized approach not only fosters patient loyalty but also instills confidence in the quality of care they receive. Operating as a blended Contact Center, we seamlessly manage both inbound and outbound calls, maintaining constant engagement with patients throughout their healthcare journey.
We employ a metrics-driven approach to ensure optimal client success, focusing on the following key indicators to guarantee a superior level of patient care:
Our commitment to addressing patient needs promptly within each call minimizes the necessity for follow-up calls, reducing potential confusion and enhancing efficiency.
We maintain a consistent daily call answer rate of 95% or higher, demonstrating our dedication to prioritizing patient care and responsiveness.
Feedback from patients enables us to continually assess and refine our phone care practices, ensuring they align with patient preferences and needs.
By promptly answering calls within the first ring or two, we mitigate lengthy wait times, alleviating patient frustration and promoting a sense of reassurance.
We prioritize seamless call handling by equipping our call center staff with comprehensive knowledge of all systems and programs, thereby minimizing the need for disruptive call transfers and maximizing patient satisfaction.
We employ a metrics-driven approach to ensure optimal client success, focusing on the following key indicators to guarantee a superior level of patient care:
How many calls does it typically take for our agents to resolve the customer’s problem?
How long do customers typically wait on the phone before they’re connected to an agent?
Do we consistently follow up after each interaction to gauge customer satisfaction?
Are our agents successful in supporting customers because of our existing technology, or in spite of it?
Do we currently provide customers with self-service options?
On the whole, are our customers satisfied by their call center experience?
On the whole, are our agents satisfied with their workplace experience?
Our call center operations are built upon a structured framework designed to ensure efficient and effective customer interactions. This framework consists of
Founder and CEO
President of Marketing
President of Network Admin.
