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In today’s fast-paced digital landscape, businesses are constantly striving to leverage technology effectively to drive growth and stay competitive. However, amidst the rapid evolution of technologies and market demands, IT implementation can pose significant challenges. Traditional IT implementation approaches often struggle to keep pace with…
Cost optimization is a strategic approach to reducing costs while maximizing business value. It involves a comprehensive and proactive framework that aligns with an organization’s financial and strategic goals. A well-defined cost optimization framework is essential for businesses to remain competitive and ensure sustainable growth….
Call center agent attrition is at an all-time high, and the ramifications can have significant financial implications that extend far beyond surface-level costs. The mere act of replacing a call center agent can incur expenses amounting to approximately 20% of their annual salary. When factoring…
At T2Group, we’re dedicated to transforming healthcare through cutting-edge technology and strategic program management. As part of our ongoing mission to support our exclusive hospital clients, we are expanding our team with top-tier talent. We are actively seeking Senior Healthcare Program Managers with deep expertise…
As the Chief of People & Culture at T2 Group, I oversee our hiring and onboarding processes. We’ve been on a hiring spree lately, thanks to new clients and a growing list of upcoming projects. With so many applicants—some excellent, some less so—I’d like to…
Navigating healthcare systems can be complex and stressful, especially when a patient’s health is at stake. Difficulties in accessing care not only impact patients’ experiences but also risk dissatisfaction and potential loss of patients for healthcare organizations. Common frustrations include multiple calls to schedule medical…
In today’s healthcare landscape, patients increasingly expect a seamless experience that extends beyond the clinic walls. They seek convenience, personalization, and accessibility in managing their health needs. As patients become more self-sufficient and embrace the trend of accomplishing more from the comfort of their homes,…
Every day, healthcare call center agents manage a high volume of calls, ranging from 50 to 160 or more, addressing diverse topics including prescription refills, appointment scheduling insurance questions, and general health inquiries. It falls upon the agent to resolve the patient’s queries during this…
Efficiency in healthcare call center operations is crucial for delivering timely and effective patient support. From managing appointments to addressing inquiries, optimizing productivity is key for enhancing patient experiences and ensuring operational excellence. Yet, achieving high performance in a contact center is…
In the complex landscape of healthcare call center operations, agent management and retention stand out as critical and costly components. The recruitment, training, and retention of patient access agents demand meticulous attention, with onboarding costs averaging between $10,000 and $15,000 per agent. Moreover, the high…