{"id":34371,"date":"2022-05-19T05:50:37","date_gmt":"2022-05-19T03:50:37","guid":{"rendered":"https:\/\/enreach.es\/blog\/quines-son-les-6-millors-practiques-dun-call-center-datencio-medica\/"},"modified":"2022-06-23T13:53:04","modified_gmt":"2022-06-23T13:53:04","slug":"quines-son-les-6-millors-practiques-dun-call-center-datencio-medica","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-son-les-6-millors-practiques-dun-call-center-datencio-medica\/","title":{"rendered":"Quines s\u00f3n les 6 millors pr\u00e0ctiques d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica?"},"content":{"rendered":"<p>Els contact center estan en primera l\u00ednia quan es tracta de garantir que els clients tinguin una gran experi\u00e8ncia. Els agents poden millorar o empitjorar la reputaci\u00f3 d\u2019una organitzaci\u00f3 en funci\u00f3 del tracte que ofereixen a les persones que truquen.<\/p>\n<p>S\u2019ha de tenir en compte que, <strong>al <a href=\"https:\/\/masvoz.cat\/solucions\/\">sector salut<\/a>, els usuaris que truquen no s\u00f3n nom\u00e9s clients, sin\u00f3 tamb\u00e9 pacients que necessiten assist\u00e8ncia i orientaci\u00f3 constant per mantenir la seva salut sota control o resoldre problemes administratius<\/strong>.<\/p>\n<p>Aprofitar <strong>les estrat\u00e8gies existents per optimitzar el <\/strong><a href=\"https:\/\/masvoz.cat\/cloud-contact-center\/\"><strong>servei del call center d\u2019atenci\u00f3 m\u00e8dica<\/strong><\/a><strong> i satisfer a la major quantitat de pacients possible pot ajudar a millorar l\u2019experi\u00e8ncia del client (CX) <\/strong>i, per tant, la reputaci\u00f3 de l\u2019empresa en q\u00fcesti\u00f3.<\/p>\n<p>L\u2019automatitzaci\u00f3, la Intel\u00b7lig\u00e8ncia Artificial (IA) i les solucions d\u2019autoservei poden suavitzar els sots del customer journey, per\u00f2 tamb\u00e9 existeixen d\u2019altres opcions que poden ajudar a l\u2019equip a obrir noves oportunitats de millora.<\/p>\n<h5><strong>Les 6 millors pr\u00e0ctiques per optimitzar les operacions d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica<\/strong><\/h5>\n<p>Optimitzar les operacions d\u2019un contact center implica realitzar millores tant en els processos com en la tecnologia. A continuaci\u00f3, detallem algunes millors pr\u00e0ctiques que ajudaran a millorar l\u2019efici\u00e8ncia i el rendiment del call center:<\/p>\n<h5><strong>1) Aprofitar una s\u00f2lida plataforma de gesti\u00f3 de relacions amb els clients<\/strong><\/h5>\n<p><strong>Les solucions d\u2019administraci\u00f3 de relacions amb els clients (<\/strong><a href=\"https:\/\/masvoz.cat\/productes\/cloud-contact-center\/integracio\/\"><strong>CRM<\/strong><\/a><strong>) ajuden a unificar tots els processos involucrats per mantenir-se al dia amb els clients<\/strong>.<\/p>\n<p>Equipar als agents d\u2019un call center amb el tipus d\u2019informaci\u00f3 sobre els membres del personal que necessiten per abordar de manera significativa les inquietuds dels pacients por marcar una gran difer\u00e8ncia en la seva experi\u00e8ncia general.<\/p>\n<h5><strong>2) Adoptar estrat\u00e8gies de servei basades en el n\u00favol<\/strong><\/h5>\n<p><strong>Moure les operacions del contact center al n\u00favol proporciona un gran valor comercial que es deriva en costos operatius m\u00e9s baixos i l\u2019acc\u00e9s a una infraestructura d\u2019<a href=\"https:\/\/masvoz.cat\/cloud-contact-center\/estadistiques-informes\/\">an\u00e0lisi de dades<\/a> m\u00e9s poderosa<\/strong>.<\/p>\n<p>Disposar de totes les eines necess\u00e0ries per fer an\u00e0lisis estrat\u00e8gics de dades relacionades amb trucades a escala podria fer possible que l\u2019empresa identifiqui millors formes d\u2019atendre als pacients i protegir els seus interessos. <strong>El simple fet de traslladar les seves operacions al n\u00favol ofereix aquesta oportunitat<\/strong>.<\/p>\n<h5><strong>3) Prestar atenci\u00f3 a les preocupacions de compliment<\/strong><\/h5>\n<p>El compliment en el sector de la salut no \u00e9s una preocupaci\u00f3 menor: les multes per incompliment poden ser exorbitants i el cop a la reputaci\u00f3 d\u2019una organitzaci\u00f3 pot resultar catastr\u00f2fic a llarg termini si sorgeix algun problema en aquest \u00e0mbit.<\/p>\n<p><strong>Assegurar-se que tots els membres de l\u2019equip, especialment els agents del call center, estiguin ben informats sobre els procediments d\u2019HIPAA (<\/strong><strong>Llei de Transfer\u00e8ncia i Responsabilitat d\u2019Asseguran\u00e7a M\u00e8dica<\/strong><strong>)<\/strong><strong> i d\u2019altres necessitats legals pot ajudar a mantenir a l\u2019empresa fora de problemes<\/strong> i evitar la premsa negativa que, del contrari, podria posar en perill les relacions amb els pacients.<\/p>\n<h5><strong>4) Calcular i realitzar un seguiment dels KPI correctes<\/strong><\/h5>\n<p>Els KPI del contact center escollits per realitzar un seguiment descriuen el rendiment de l\u2019equip d\u2019una manera que s\u2019avalua f\u00e0cilment des d\u2019un tauler central. <strong>Tots i cadascun dels KPI utilitzats predefineixen l\u2019enfocament i les prioritats del personal<\/strong>.<\/p>\n<p>Realitzar un seguiment de m\u00e8triques com la taxa de satisfacci\u00f3 del pacient, una opci\u00f3 id\u00f2nia per millorar la satisfacci\u00f3 del pacient amb el temps.<\/p>\n<p>Una cosa est\u00e0 clara, <strong>s\u2019ha de fer un seguiment dels KPI apropiats per comprendre els \u00e8xits actuals, aix\u00ed com les \u00e0rees en les quals es pot millorar<\/strong>.<\/p>\n<h5><strong>5) Implementar solucions d\u2019autoservei<\/strong><\/h5>\n<p>Les <strong>preguntes freq\u00fcents (FAQs)<\/strong> s\u00f3n una opci\u00f3 que sovint es passa per alt per desenvolupar un sistema de suport al pacient, per\u00f2 \u00e9s molt \u00fatil.<\/p>\n<p><strong>Un portal de preguntes freq\u00fcents pot millorar la satisfacci\u00f3 i l\u2019experi\u00e8ncia del pacient, alhora que disminueix la quantitat de trucades que els agents del contact center reben i gestionen de manera regular<\/strong>.<\/p>\n<h5><strong>6) Prioritzar les integracions d\u2019EHR<\/strong><\/h5>\n<p><strong>Un CRM sense acc\u00e9s als registres de salut electr\u00f2nics<\/strong> (EHR, en les seves sigles en angl\u00e8s) <strong>dels pacients no pot empoderar realment als agents del call center per brindar assist\u00e8ncia r\u00e0pida i precisa a les persones que truquen en per\u00edodes de temps raonables<\/strong>.<\/p>\n<p>Aquest vincle forma la base de funciones addicionals, com la programaci\u00f3 de cites amb metges de fam\u00edlia i la resoluci\u00f3 de dubtes sobre l\u2019historial de salut que, d\u2019una altra manera, estarien m\u00e9s enll\u00e0 del coneixement de l\u2019agent.<\/p>\n<p>En conclusi\u00f3, per millorar un call center d\u2019atenci\u00f3 m\u00e8dica, s\u2019han d\u2019adoptar estrat\u00e8gies innovadores. <strong>A mida que els interessos i les expectatives dels pacients canvien i evolucionen, la import\u00e0ncia de basar les accions dels agents del contact center en la ra\u00f3, la consideraci\u00f3 legal i la precisi\u00f3 pot marcar una gran difer\u00e8ncia<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Els contact center estan en primera l\u00ednia quan es tracta de garantir que els clients tinguin una gran experi\u00e8ncia. Els agents poden millorar o empitjorar la reputaci\u00f3 d\u2019una organitzaci\u00f3 en funci\u00f3 del tracte que ofereixen a les persones que truquen. S\u2019ha de tenir en compte que, al sector salut, els usuaris que truquen no s\u00f3n&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quines-son-les-6-millors-practiques-dun-call-center-datencio-medica\/\" title=\"Read Quines s\u00f3n les 6 millors pr\u00e0ctiques d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":26846,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34371","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>Quines s\u00f3n les 6 millors pr\u00e0ctiques d\u2019un call center d\u2019atenci\u00f3 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\/cuales-son-las-6-mejores-practicas-de-un-call-center-de-atencion-medica\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines s\u00f3n les 6 millors pr\u00e0ctiques d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els contact center estan en primera l\u00ednia quan es tracta de garantir que els clients tinguin una gran experi\u00e8ncia. 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