Posts by Singola Consulting

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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If you utilize the Ultimate Agent® program, you know that once you have an updated job description out in the world, the applicants come calling. Usually companies focus on the results of recruitment, turning those prospects into employees, but effective recruitment also includes the assessment and interview process.

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Our Ultimate Agent® program starts with figuring out the cost of your turnover. It’s a lot. DMG Consulting estimated that it costs approximately $5,000 to replace and train a new agent. That is money simply thrown away.

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The thing is, our clients are busy. Time, energy, and resources get sucked up into the day-to-day responsibilities and operations. That’s when a strategic workshop can be helpful.

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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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