What are the first steps in developing a healthcare contact center? Create a list of dreams.
“It may be that those who do most, dream most.” – Stephen Leacock
What—in all things conceivable—do you want this call center to do?
Imagine being unconstrained by budgets or FTEs or needs or existing services or even reality, for that matter.
And create a list of dreams!
A new/updated/repurposed call center, if it is anything, is a grand opportunity to make healthcare delivery better for patients, providers, and employees. So before proceeding any further: dream. Dream big. The time for what is possible, viable, and feasible will come soon enough.
Here we go.
What could be?
Or perhaps: what should be? We’ve all experienced or heard tales of the patient experience gone wrong—this is the beginning of your opportunity to fix those problems.
What experiences does the team know of—possibly in your organization or others—that could be improved?
What problems do callers have now that your employees are unable to answer?
What companies, often in other industries, provide stellar customer service and offer inspiration for how it could be done better in healthcare delivery?
Remember: we’ve suspended reality, so this isn’t the time for monoglogues on what can’t work or won’t work or shouldn’t work. We’re dreaming! And it is joyful!
Looking at your organization’s strategic objectives—where would a call center’s services, not currently envisioned, provide support in making those strategies reality?
Has a colleague (or a boss) proposed connecting the call center’s services with another department that seems a bit foolish? Or problematic? Or impossible? Explore it. You just never know the creativity that may come with combining seemingly silly ideas.
Put yourself and your team in the shoes of a few prototypical customers. How could current services be extended to provide a better, more complete experience for those individuals?
Go to meetings with your Call Center Dreaming Hat on and when you hear about problems other departments are having difficulty solving, consider how a trained call center professional with the appropriate technology tools and the necessary across-silo relationships might be able to offer new value to those departments.
Because the technology and the resources and the vendors exist to make these dreams a reality. More often than not, whether something can be implemented or created or operationalized is a matter of internal politics, leadership, and the prevailing cultural vibe. Those realities can be navigated.
So what does that perfect, A-1, no-one-does-it-better, extremely satisfying to the customer call center interaction look like? What does it feel like? What emotions did the caller start with? What were the caller’s emotions after that call? If your daughter, or grandma, or mother had the problems your patients are calling about or you anticipate them calling about—how would you want it to be handled?
What could be?
It’s a question that deserves a comprehensive dreamstorm of possibility.
Because the contact center has, in many cases, become the epicenter of organizational change as the idea of navigation—whether clinical or operational or informational or another form—is central to recent organization strategy declarations. An opportunity to start or update or repurpose a contact center doesn’t come around all that often. This is your opportunity to make healthcare better for everyone involved.
And it starts with a dream. We’ll figure out how to make it real. Go!
Ready Health partners with project teams in healthcare delivery organizations to deliver on strategic initiatives like contact centers. Use the contact form below to start a conversation.
Need to make a change? Ready for change? Questions about change? Complete this form to start a conversation.
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Perhaps the IT department queue is too long, a deadline is looming, or the need to innovate requires a fresh perspective. We provide technology, healthcare knowledge, and/or implementation resources for a project team.
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