The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction - Couverture souple
Livre 5 sur 5: Call Center Success series
Synopsis
Transform Your Medical Call Center from Overwhelmed to Outstanding
Running a medical call center has never been more challenging. Staffing shortages, rising patient expectations, technological disruptions, and relentless pressure to do more with less create a perfect storm of operational stress. Whether you manage a hospital switchboard, telephone triage operation, medical answering service, or healthcare insurance call center, you need proven solutions that work in the real world.
60 Practical Prescriptions for Call Center Success
Call center veteran Peter Lyle DeHaan, PhD, delivers actionable strategies organized into seven essential categories:
- Leadership: Plan for tomorrow while managing today's challenges, from compensation strategies to finishing each year strong.
- Management: Master metrics, evaluate success, empower staff, and optimize processes for maximum efficiency.
- Agents: Reduce burnout, provide meaningful training, celebrate achievements, and build a workforce that thrives.
- Quality: Implement effective QA programs, provide ongoing skills training, and deliver service that truly satisfies.
- Perspective: Align with your organization, increase visibility, build strong teams, and embrace your stakeholders.
- Patients: Improve patient experience, lessen frustration, enhance satisfaction, and adopt a patient-centric mindset.
- Tools: Integrate technology, implement multichannel access, leverage video, and prepare for emerging communication methods.
Real Solutions for Real Challenges
Each chapter tackles specific pain points you face daily: How do you cross-train agents effectively? Should you embrace work-at-home options? What metrics actually matter? How do you deal with angry callers? What about video capabilities? DeHaan answers these questions and dozens more with practical wisdom gained from decades in the industry.
For Every Medical Call Center Professional
Whether you're a director, operations manager, supervisor, or aspiring leader, this comprehensive guide provides the roadmap for operational excellence. You'll discover how to create a change-oriented culture, coordinate with marketing, manage remote workers, provide multichannel access, and position your call center as an indispensable healthcare asset rather than a cost center.
Move from Crisis Management to Strategic Leadership
Stop putting out fires and start building a healthier operation. With insights applicable to in-house centers, outsourcing operations, telephone triage services, and medical answering services, this book meets you where you are and shows you the path forward.
Your prescription for call center excellence starts here.
Perfect for: Medical call center managers, healthcare operations directors, contact center supervisors, telephone triage leaders, medical answering service owners, healthcare administrators, and anyone responsible for patient communications.
Get your copy of The Healthy Medical Call Center today!
Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.
À propos de l'auteur
Peter Lyle DeHaan, PhD, is a call center veteran. His lifetime of experience includes leading and managing a multi-location call center, employment with an industry vendor, call center consulting, and publishing call center books and periodicals. Learn more at PeterLyleDeHaan.com.
Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.
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The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction
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The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction (Call Center Success series)
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The Healthy Medical Call Center (Paperback)
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Paperback. Etat : new. Paperback. Is your medical call center healthy or just surviving? Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. N° de réf. du vendeur 9798888091760
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The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction
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The Healthy Medical Call Center (Paperback)
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Paperback. Etat : new. Paperback. Is your medical call center healthy or just surviving? Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today. This item is printed on demand. Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability. N° de réf. du vendeur 9798888091760
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The Healthy Medical Call Center (Paperback)
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Paperback. Etat : new. Paperback. Is your medical call center healthy or just surviving? Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. N° de réf. du vendeur 9798888091760
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The Healthy Medical Call Center : 60 Prescriptions for Leadership, Quality, and Patient Satisfaction
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Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Is your medical call center healthy or just surviving Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today. N° de réf. du vendeur 9798888091760
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