Let’s Rethink Your Hospital Call Center
// By Andrea Simon, Ph.D. //
A hospital “call center” often has been considered an irritating expense health care organizations have to endure, because people use phones and want to reach a doctor or patient in the hospital. But maybe it’s time to ask, “What if we’ve always been wrong?”
Maybe a call center actually is a potentially powerful force for capturing qualified, interested consumers trying to: find the right doctor, get to that doctor’s office, and make their appointments. In addition, what if it could be a serious revenue generator and a brand differentiator? If so, everyone likely would think of a call center differently.