Healthcare Call Centers: Improving Patient Service, Satisfaction And Retention

By Toni Baych

The expectations of speed, reliability, and intimacy of call centers are increasingly becoming the benchmark that patients use to measure the quality of their interaction with a healthcare enterprise. This volume addresses the challenges that healthcare systems professionals face as they attempt to fulfill--and exceed--patients' expectations of the call center. It offers several case studies of healthcare call centers that overcame the challenges and achieved the goals of service, satisfaction, revenue, and rention. The authors also discuss how to create a vision for a medical call center; how to redesign the customer service call center infrastructure; and how to develop web-based knowledge management systems for call centers.This is an issue of the Journal of Healthcare Information Management, sponsored by the Healthcare Information Management Systems Society.

• Format: Paperback
• Language: English
• ISBN: 078794243X
• ISBN13: 9780787942434
• Release Date: July 1998
• Publisher: Jossey-Bass
• Weight: 0.50 lbs.