Posts tagged Singola Consulting

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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It’s an exciting time for contact centers in healthcare. More and more health systems recognize the potential contact centers have to enhance the patient experience and generate revenue by using new technology to transform into multi-channel contact centers.

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Healthcare is inundated with data. As an industry, we are obsessed with measuring everything under the sun. The problem? All these numbers do not really tell the story. We need to move away from data for data’s sake and towards quality, actionable data that is easy to access and allows us to act and make good business decisions. How do we get there?

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An effective referral management process improves patient care, and making life easier for patients is always our first goal. But sometimes what is good for the patient is good for the bottom line, and in the case of referral management, it’s very good.

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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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Okay, so you now know what you don’t know. What, exactly, does that mean? It means that it is now time for the next step: a comprehensive assessment.

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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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In the health system contact center, knowledge is king. When callers dial in, they need information, and let’s not mince words here: sometimes it’s a real crapshoot to be connected to a knowledgeable agent that can provide the correct information and quickly.

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Training new hires at a contact center can be daunting. Every day they are not trained is doubly harmful: the company is losing money on the employees not fulfilling their potential, and coworkers have to pick up the slack in order to keep the contact center running properly.

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Think fast: what does your contact center do to welcome a new hire after the company and department orientations have ended? Because hiring employees with great potential is only the first step to staffing a contact center and lowering turnover. Really, after finding a qualified, talented individual, you want to make that person stay. Onboarding helps with that. Onboarding is developing an individual’s potential by making the agent feel valued from day one.

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