Posts in General

We understand the desire to want the newest, shiniest technology advancements; they are pretty cool. We have seen firsthand in the field how, when used properly, technology truly can make a difference for patients and help the enterprise with its bottom line. We have outlined some of the different types of technology available and how they could be useful to you.

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Assessments are great. They’re the best “Step 1″ for any engagement since they reveal the current state and establish a baseline. Without that baseline, how can you tout all the great improvements you’ll eventually make? But that’s not the whole truth.

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A knowledge base, as previously discussed, is better for everyone. It empowers your contact center agents with the information they need to create happy customers. But setting up a knowledge base correctly takes time and energy. We can help.

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Look, creating an overall strategy for this issue is a lot to take on. It’s a huge project, we know. But it’s so important to have a long-term vision, and taking steps now to excel at access and intake will improve an organization across the board.

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If you’re a growing organization, you need a patient access and intake strategy, there’s no way about it. As hospitals and clinics merge and integrate into large health systems, it can be confusing for patients to know where and how to receive care. Before it gets too frustrating, start coordinating efforts to build a patient access and intake strategy across the entire enterprise.

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Doctors need to know a lot. Least of all, they need to know how to help us feel better. So it seems kind of crazy that they’re also expected to know a great doctor who can help with that shoulder pain, or that skin rash, or perform a needed surgery. Why does healthcare depend on our general practitioners to act as Yelp for specialists?

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The name of the healthcare game these days is merger and acquisitions. As health systems continue to grow and absorb more and more once-disparate entities, working to merge them to create a single brand and single voice becomes harder and harder. Combining EMR systems, patient portals, scheduling procedures, and implementing a new referral management program can be daunting and take time to do right, but there is only one place from where to start.

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When an agent leaves your contact center, you don’t only lose productivity while the seat is empty. Oh no. You also lose productivity the entire time it takes to train the new agent. Once training is done, you lose productivity while the new agent becomes acclimated. You lose productivity until the day the agent becomes competent in the new role. And how long does that take?

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Since founding Singola, we have walked into a lot of healthcare buildings, and we’re going to let you in on a little secret: we can tell by the end of the introductory meeting if the organization will succeed at what it is trying to do.

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Every member of our team has a consultant horror story, and for the most part they sound the same. A recent college graduate with very little work experience came in, spent a lot of time asking exasperating questions, told us we had problems that we already knew about, and then left, leaving behind a giant binder of “solutions” that was never opened again. Why then did we choose to become them?

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