How Healthcare BPOs Helped Hospital to Manage During Pandemic
Partnering up with a highly specialized medical care contact
center helps hospitals and medical office departments deliver a high standard
of patient care. The call center helps in coping with the growing demands of
customers/patients and technology evolution.
In what ways healthcare BPOs helped hospitals manage the COVID-19?
Rigorous contact tracing support
They helped hospitals and healthcare departments with
rigorous contact tracing support. Instead of the social distancing protocols,
the community spread couldn't be stopped in many countries. The risk of
COVID-19 is still not over, but using contact tracing has helped hospitals and
medical offices control the spread.
Healthcare BPO companies have big teams for voice and non-voice processes. The process
includes identifying, tracing, and follow-up the contacts so that COVID
positive patients can be isolated from the crowd at the right time.
Remote support to
hospital staff
Hospital staff is always overworked. Due to the pandemic,
many healthcare staff were exposed to the virus since they were on the
frontline. They deal directly with COVID patients. So, the rate of absenteeism
increases during the crisis. When staff shortage becomes a limitation, Healthcare BPO services can be
outsourced. The BPO partner provides remote support in numerous ways like
virtual reception service, help desk, tele pharmacy assistance, telemedicine,
insurance claim support, emergency helpline, medical coding and billing,
appointment scheduling, and more.
By outsourcing non-core functions to healthcare BPO companies, the hospitals maintained social
distancing without compromising patient care.
Answering services for Doctors and physicians
Outsource answering services for doctors and physicians to meet the needs of physicians and
patients. Several clinics and physicians provided remote services during the
lockdown. Managing their office needed a stable reception service, which was
made possible by a Healthcare contact center.
Answering services
outsourcing is a common practice for
doctors and physicians. Even after the COVID-19 crisis is over, the demand
for answering services is going to shoot up.
24-hour live
answering services for emergency
The live answering support for emergency medical care is a
service frequently outsourced to HIPAA compliant BPO. COVID-19 has also
contributed to the surge in emergency cases. Patient inquiries over multiple
channels like phone, chat, and the messaging app also skyrocketed during the
initial days of the COVID-19 crisis. Thanks to the BPO companies that provided 24-hour live phone answering services for the emergency department and live chat support.
Instead of the canned, robotic voice of a computer, having
empathetic, skilled agents on the other end of the line infuse a feeling of
comfort for the distressed patients.
Today, consumers often self-diagnose with lots of
information available over the internet. According to a recent Gartner study,
healthcare service organizations will need to raise their performance standards
for today's varied patient engagement points (mobile, text, email, etc.).
Partnering up with a HIPAA Healthcare BPO provider can help improve hospital
services during or after a crisis.
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