{"id":33820,"date":"2020-07-23T09:46:12","date_gmt":"2020-07-23T07:46:12","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-que-els-call-center-datencio-medica-son-tan-importants-per-a-la-industria-medica\/"},"modified":"2022-06-23T13:51:56","modified_gmt":"2022-06-23T13:51:56","slug":"per-que-els-call-center-datencio-medica-son-tan-importants-per-a-la-industria-medica","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-que-els-call-center-datencio-medica-son-tan-importants-per-a-la-industria-medica\/","title":{"rendered":"Per qu\u00e8 els call center d\u2019atenci\u00f3 m\u00e8dica s\u00f3n tan importants per a la ind\u00fastria m\u00e8dica?"},"content":{"rendered":"<p>En una ind\u00fastria en qu\u00e8 la norma \u00e9s canviar les regulacions, el servei al client d\u2019atenci\u00f3 m\u00e8dica exerceix un paper fonamental per obtenir un avantatge competitiu. Els clients d\u2019avui estan acostumats a rebre una atenci\u00f3 d\u2019alta qualitat de qualsevol ind\u00fastria amb la qual interactuen. Per tant, \u00e9s responsabilitat dels prove\u00efdors d\u2019atenci\u00f3 m\u00e8dica complir amb aquestes expectatives.<\/p>\n<p>En aquests casos, una <strong><a href=\"https:\/\/www.masvoz.cat\/que-fem\/\">empresa de serveis d\u2019outsourcing de call center<\/a><\/strong> pot ajudar a proporcionar solucions personalitzades i rendibles per complir amb tots els requisits d\u2019un prove\u00efdor d\u2019atenci\u00f3 m\u00e8dica. <strong>Asseguren que l\u2019oferta de servei al client compleixi amb els est\u00e0ndards i punts de refer\u00e8ncia de la ind\u00fastria<\/strong> <strong>i faciliten la pr\u00e0ctica m\u00e8dica d\u2019una marca per maximitzar la satisfacci\u00f3 del client i mantenir la seva reputaci\u00f3<\/strong>.<\/p>\n<h5><strong>Les millors pr\u00e0ctiques per transformar un centre d\u2019atenci\u00f3 m\u00e8dica <\/strong><\/h5>\n<p>Per a la majoria de les organitzacions d\u2019atenci\u00f3 m\u00e8dica, el seu centre d\u2019atenci\u00f3 telef\u00f2nica \u00e9s la seva primera l\u00ednia de defensa quan es tracta de respondre a les consultes dels pacients i resoldre qualsevol dubte. Els pacients que truquen sovint depenen de l\u2019agent a l\u2019altra banda del tel\u00e8fon, i una sola interacci\u00f3 negativa pot enviar f\u00e0cilment a un pacient als bra\u00e7os d\u2019un competidor.<\/p>\n<p>Per tant, <strong>\u00e9s important que els call center funcionin de manera eficient i ofereixin un servei excel\u00b7lent<\/strong>, implementant les seg\u00fcents pr\u00e0ctiques.<\/p>\n<h5><strong>1) Seguir els protocols de seguretat de HIPAA<\/strong><\/h5>\n<p>Pels professionals de la salut, les violacions de la Llei de Responsabilitat i Portabilitat de l\u2019Asseguran\u00e7a de Salut (HIPAA, en les seves sigles en angl\u00e8s) poden ser costoses, i no nom\u00e9s en l\u2019\u00e0mbit financer. A m\u00e9s de les fortes sancions, les infraccions de HIPAA tamb\u00e9 poden costar-li la confian\u00e7a dels pacients i embrutar la bona reputaci\u00f3 de la seva organitzaci\u00f3.<\/p>\n<p>Per aix\u00f2, <strong>els centres d\u2019atenci\u00f3 m\u00e8dica han de garantir que la informaci\u00f3 de salut personal electr\u00f2nica<\/strong> (PHI, en les seves sigles en angl\u00e8s) <strong>s\u2019emmagatzemi de forma segura<\/strong>, inclosa qualsevol PHI recopilada durant les interaccions del contact center.<\/p>\n<h5><strong>2) Contractar a les persones adequades<\/strong><\/h5>\n<p>A l\u2019hora de buscar talent, <strong>\u00e9s clau comptar amb agents amb experi\u00e8ncia pr\u00e8via en centres d\u2019atenci\u00f3 m\u00e8dica<\/strong>, ja que \u00e9s m\u00e9s probable que hagin rebut capacitaci\u00f3 de HIPAA. Les entrevistes per avaluar les capacitats dels candidats han de posar-los en escenaris de la vida real, per assegurar que els sol\u00b7licitants tinguin el necessari per respondre amb calma i empatia fins i tot en les situacions de major estr\u00e8s.<\/p>\n<p>Si no es t\u00e9 temps per entrevistar als candidats individualment, s\u2019ha de considerar la possibilitat l\u2019<strong>externalitzar les necessitats del call center a una empresa de centres d\u2019atenci\u00f3 m\u00e8dica amb experi\u00e8ncia<\/strong>.<\/p>\n<h5><strong>3) Oferir suport multicanal i multiling\u00fce<\/strong><\/h5>\n<p>Els pacients procedeixen de diversos llocs, el que vol dir que es necessita un equip de centre d\u2019atenci\u00f3 m\u00e8dica capa\u00e7 d\u2019adaptar-se a diferents segments de clients. Per aix\u00f2, <strong>\u00e9s essencial contractar agents multiling\u00fces per a qu\u00e8 els pacients tinguin l\u2019opci\u00f3 de comunicar-se en l\u2019idioma que els hi resulti m\u00e9s c\u00f2mode<\/strong>. Tamb\u00e9 \u00e9s important <strong>oferir als pacients m\u00faltiples formes de comunicar-se<\/strong>, incl\u00f2s el correu electr\u00f2nic, el xat en viu, els missatges de text i les xarxes socials, oferint una experi\u00e8ncia consistent i d\u2019alta qualitat en cadascun dels canals.<\/p>\n<h5><strong>4) Monitorejar i analitzar les m\u00e8triques del centre d\u2019atenci\u00f3 m\u00e8dica<\/strong><\/h5>\n<p>Les <strong>m\u00e8triques<\/strong> (indicadors clau de rendiment o KPIs) proporcionen informaci\u00f3 valuosa sobre el rendiment general del seu centre d\u2019atenci\u00f3 m\u00e8dica; no obstant, \u00e9s important saber <strong>en quines s\u2019ha de realitzar un seguiment<\/strong>:<\/p>\n<ul>\n<li><strong>Temps de resposta mig:<\/strong> Indica quant de temps li pren a un agent respondre a la trucada d\u2019un pacient.<\/li>\n<li><strong>Taxa d\u2019abandonament:<\/strong> Se refereix a la taxa a la qual els pacients pengen el tel\u00e8fon abans de connectar-se amb un agent.<\/li>\n<li><strong>Temps mig de trucades:<\/strong> Mesura la quantitat mitjana de temps que els pacients passen al tel\u00e8fon. Aix\u00f2 pot incloure tant el temps de conversa com les tasques administratives. Com m\u00e9s temps es vegi obligat un pacient a esperar (o a trav\u00e9s del canal que prefereixi), m\u00e9s perdr\u00e0 el seu valu\u00f3s temps. Els agents del centre d\u2019atenci\u00f3 m\u00e8dica han de fer un esfor\u00e7 per resoldre les consultes de manera r\u00e0pida i eficient.<\/li>\n<li><strong>Resoluci\u00f3 de primera trucada:<\/strong> Es refereix a la capacitat d\u2019un centre d\u2019atenci\u00f3 m\u00e8dica per resoldre la consulta d\u2019un pacient en una sola interacci\u00f3, i t\u00e9 un efecte directe en la satisfacci\u00f3 del client.<\/li>\n<li><strong>Satisfacci\u00f3 del client:<\/strong> Quantifica la satisfacci\u00f3 dels pacients, amb el rendiment general d\u2019un centre d\u2019atenci\u00f3 m\u00e8dica. La forma m\u00e9s f\u00e0cil de mesurar-la \u00e9s demanar als pacients que realitzin comentaris, sovint en forma d\u2019enquesta.<\/li>\n<\/ul>\n<h5><strong>5) Ser emp\u00e0tic<\/strong><\/h5>\n<p>Els pacients no es comuniquen amb els centres d\u2019atenci\u00f3 m\u00e8dica perqu\u00e8 ho desitgin, sin\u00f3 perqu\u00e8 han de fer-ho, sovint degut a un problema m\u00e8dic urgent. Com a resultat, ja estan sota una situaci\u00f3 d\u2019estr\u00e8s, i l\u2019\u00faltim que necessiten \u00e9s una experi\u00e8ncia desagradable amb un agent del call center. Per aix\u00f2, <strong>\u00e9s necessari indicar als agents que siguin atents i, sobretot, emp\u00e0tics quan ajuden a abordar les consultes dels pacients<\/strong>.<\/p>\n<h5><strong>6) Ser correcte<\/strong><\/h5>\n<p>La forma en qu\u00e8 els agents del contact center es comuniquen amb els pacients \u00e9s tan important com la informaci\u00f3 que comuniquen. Per suposat, s\u2019espera que els agents siguin professionals en tot moment. Quins consells se\u2019ls hi poden donar?<\/p>\n<ul>\n<li>Evitar el llenguatge negatiu.<\/li>\n<li>Ser natural.<\/li>\n<li>Proporcionar instruccions espec\u00edfiques.<\/li>\n<li>Passar la trucada a un supervisor quan sigui necessari.<\/li>\n<li>Ser optimista.<\/li>\n<\/ul>\n<h5><strong>7) Fer les coses tan f\u00e0cils pels pacients com sigui possible<\/strong><\/h5>\n<p>Existeixen centres d\u2019atenci\u00f3 m\u00e8dica per atendre als pacients, espec\u00edficament per mantenir-los contents i amb bona salut, pel que \u00e9s important eliminar la major quantitat de barreres possible. La tecnologia \u00e9s una forma ideal no nom\u00e9s d\u2019omplir els buits essencials en el servei que ofereix el call center, sin\u00f3 tamb\u00e9 d\u2019optimitzar l\u2019experi\u00e8ncia del pacient.<\/p>\n<p>Per exemple, es podria implementar un <strong>software de monitoreig de qualitat<\/strong> per monitorejar autom\u00e0ticament m\u00e9triques clau o <strong>xat bots artificialment intel\u00b7ligents<\/strong> per atendre les sol\u00b7licituds de pacients de baix nivell, de manera que els agents en viu puguin centrar-se en consultes m\u00e9s complexes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En una ind\u00fastria en qu\u00e8 la norma \u00e9s canviar les regulacions, el servei al client d\u2019atenci\u00f3 m\u00e8dica exerceix un paper fonamental per obtenir un avantatge competitiu. Els clients d\u2019avui estan acostumats a rebre una atenci\u00f3 d\u2019alta qualitat de qualsevol ind\u00fastria amb la qual interactuen. Per tant, \u00e9s responsabilitat dels prove\u00efdors d\u2019atenci\u00f3 m\u00e8dica complir amb aquestes&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-que-els-call-center-datencio-medica-son-tan-importants-per-a-la-industria-medica\/\" title=\"Read Per qu\u00e8 els call center d\u2019atenci\u00f3 m\u00e8dica s\u00f3n tan importants per a la ind\u00fastria m\u00e8dica?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33821,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33820","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Per qu\u00e8 els call center d\u2019atenci\u00f3 m\u00e8dica s\u00f3n tan importants per a la ind\u00fastria m\u00e8dica? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/por-que-los-call-center-de-atencion-medica-son-tan-importantes-para-la-industria-medica\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Per qu\u00e8 els call center d\u2019atenci\u00f3 m\u00e8dica s\u00f3n tan importants per a la ind\u00fastria m\u00e8dica? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"En una ind\u00fastria en qu\u00e8 la norma \u00e9s canviar les regulacions, el servei al client d\u2019atenci\u00f3 m\u00e8dica exerceix un paper fonamental per obtenir un avantatge competitiu. 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