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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…
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…
In the fast-paced world of healthcare, every unanswered call holds significant consequences. Shockingly, hospitals miss an average of 24% of inbound calls, translating to missed opportunities for patient engagement, appointment scheduling, and ultimately—revenue generation. Each unanswered call represents a potential loss of revenue, making it…
Healthcare organizations face dynamic challenges stemming from fluctuating patient demands, whether due to seasonal illness, holidays, public health emergencies, or day-to-day fluctuations in call volumes. Scalability is essential for adapting to these shifts, enabling organizations to manage surges or lulls in call volume efficiently. However,…
The landscape of healthcare contact centers is rapidly evolving, driven by advancements in conversational artificial intelligence (AI) over the past decade. This transformative technology has ushered in a new era characterized by a significant shift towards self-service solutions for routine inquiries. Patients now have access…