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Providing first-call resolution through a healthcare plan's call center is critical to customer satisfaction.
Patient satisfaction is a key performance metric associated with the Affordable Care Act (ACA) and an increasingly crucial determinant of a healthcare organization’s success.
Healthcare plans and hospital systems especially need to think seriously about patient satisfaction on all levels. Blues plans, for example, have implemented Member Touchpoint Measures related to timeliness and accuracy measures in customer service.
There are a number of things that health insurers can do to deliver better care and improve customer experience. And, in the context of the healthcare contact center, first-call resolution is crucial.
Timely responsiveness to inquiries, when combined with clear solutions to problems, is paramount in the minds of consumers today. That expectation applies as much to healthcare as to any other vertical market.
So, how can a stakeholder with a contact center requirement ensure high first-call resolution rates?
As the healthcare industry continues to adjust to ACA implementation, and as other delayed tenets come on line in the future, maintaining first-call resolution at healthcare call centers will be necessary for stakeholders to deliver optimal customer service.
Rich Smith is vice president of business development at DialAmerica, where he's responsible for helping develop customized customer contact solutions for the company’s healthcare clients.