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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…
In healthcare, every moment counts, especially when it comes to patient outcomes. Meeting patient expectations for timely and efficient service is essential, yet the healthcare industry faces unique challenges in achieving this balance. Recent survey results highlight key findings in the disconnect between patient expectations…
Explore the challenges and opportunities in healthcare call centers, from high labor costs and outdated technology to the transformative potential of AI and automation.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….
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…