From Insights to Action: Our Thoughts, Discoveries, and Stories of Success

Healthcare Call Centers and AI: Enhancing the Patient Experience

At first glance, losing call center staff might not seem as urgent as a hospital facing a nursing shortage. However, these professionals serve as a crucial link between patients and their care–handling everything from scheduling appointments to addressing urgent concerns. When healthcare call centers experience…

The State of Healthcare Call Centers: A Look into Challenges, Costs, and the Role of Technology

Explore the challenges and opportunities in healthcare call centers, from high labor costs and outdated technology to the transformative potential of AI and automation. Discover insights from HYRO’s 2023 industry report to improve patient satisfaction, operational efficiency, and ROI….

The Costly Impact of High Attrition Rates in Healthcare Call Centers

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…

T2Group is Hiring Senior Healthcare Program Managers with Cerner and Epic Expertise

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…

Eeny, Meeny, Miny, Moe: Finding Great Talent is No Easy Task

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…

Enhancing Patient Contact Center Performance with Sentiment Scoring 

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 appointments, confusion about navigating healthcare complexities, and unexpected high out-of-pocket costs. These challenges underscore the importance of healthcare organizations prioritizing and improving the patient experience. One crucial aspect of ensuring a positive patient experience is effective communication, particularly through patient contact centers. These centers serve as the frontline for patient inquiries, appointments, and support services. However, gauging and managing patient sentiments during these interactions is often challenging. This is where sentiment scoring emerges as a vital tool, revolutionizing patient contact center operations. In this article, we delve into the importance of sentiment scoring in patient contact centers and its profound impact on overall performance, productivity, compliance, and costs.

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…

Mastering First Call Resolution in Healthcare Call Centers

Mastering First Call Resolution

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…

Healthcare Call Center Productivity: Balancing Technology and Psychology 

Healthcare Call Center Productivity Balancing Technology and Psychology

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…

The Financial Benefits of Outsourcing Healthcare Call Center Operations 

The Financial Benefits of Outsourcing Healthcare Call Center Operations

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…