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.
Continue readingDoctors 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?
Continue readingThe 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.
Continue readingWhether you call them patients or customers, the people calling your contact center have a simple wish: to have their problems solved quickly and on the first try. Usually, first call resolutions require skilled agents who know how to navigate the system and quickly find answers for the callers. In order to get agents skilled enough to do this, you need to train them properly.
Continue readingWhen 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?
Continue readingThis month the focus is on recruiting and we talked your ear off (or typed your eyes off?) during the last blog post. But we have a secret.
That was only part of the recruitment process.
Continue readingContact centers notoriously have a hard time keeping agents, and the high turnover rate often contributes to some contact centers feeling like the ugly stepsibling of the healthcare system family.
Continue readingSince 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.
Continue readingEvery 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?
Continue readingHere at Singola Consulting, we thrive in a fast-paced environment and love the organizations that want to make changes, update their technology, and provide an ever-better patient experience, but sometimes after doing an assessment we end up being the ones to put the brake on…
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