{"id":40374,"date":"2022-10-18T06:40:25","date_gmt":"2022-10-18T04:40:25","guid":{"rendered":"https:\/\/enreach.es\/?p=40374"},"modified":"2022-10-18T06:40:42","modified_gmt":"2022-10-18T04:40:42","slug":"les-6-millors-practiques-dun-call-center-datencio-medica","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-6-millors-practiques-dun-call-center-datencio-medica\/","title":{"rendered":"Les 6 millors pr\u00e0ctiques d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica"},"content":{"rendered":"

Les persones que truquen a un contact center del sector salut no s\u00f3n nom\u00e9s clients, sin\u00f3 tamb\u00e9 pacients que necessiten assist\u00e8ncia i orientaci\u00f3 per demanar cita, fer una consulta sobre la seva salut o una prova m\u00e8dica o sol\u00b7licitar informaci\u00f3 sobre la seva p\u00f2lissa.<\/p>\n

Aprofitar determinades estrat\u00e8gies per optimitzar el servei d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica i satisfer les necessitats dels pacients pot millorar la seva experi\u00e8ncia (PX) i mantenir la seva fidelitat<\/strong>. Els contact center confien en l\u2019automatitzaci\u00f3, la Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/a> i les solucions d\u2019autoservei per millorar el customer journey.<\/p>\n

Quines s\u00f3n les millors pr\u00e0ctiques per optimitzar les operacions d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica?<\/strong><\/h3>\n

Optimitzar les operacions d\u2019un contact center del sector salut implica realitzar millores tant en els processos com en la tecnologia. A continuaci\u00f3, expliquem sis millors pr\u00e0ctiques per augmentar l\u2019efici\u00e8ncia i el rendiment d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica.<\/p>\n

1) Aprofitar una s\u00f2lida plataforma de gesti\u00f3 de relacions amb els clients<\/strong><\/h3>\n

Les solucions de gesti\u00f3 de relaci\u00f3 amb els clients (CRM<\/strong><\/a>) ajuden a unificar tots els processos involucrats per mantenir-se al dia amb els clients. En aquest sentit, existeixen una gran quantitat d\u2019opcions per a organitzacions d\u2019atenci\u00f3 m\u00e8dica de tot tipus que posen a disposici\u00f3 <\/strong>dels agents del call center<\/strong><\/a> tota la informaci\u00f3 necess\u00e0ria, la hist\u00f2ria cl\u00ednica i les dades dels pacients per abordar de forma efectiva les seves consultes<\/strong>.<\/p>\n

2) Adoptar estrat\u00e8gies de servei basades en el n\u00favol<\/strong><\/h3>\n

Moure les operacions d\u2019un contact center al n\u00favol implica aportar un immens valor comercial<\/strong>, inclosos la reducci\u00f3 dels costos operatius i l\u2019acc\u00e9s a una infraestructura d\u2019avaluaci\u00f3 de dades m\u00e9s precisa i escalable.<\/p>\n

Tenir a la seva disposici\u00f3 totes les eines necess\u00e0ries per realitzar an\u00e0lisis estrat\u00e8gics de dades relacionades amb trucades a escala<\/strong><\/a> podria fer possible que una empresa identifiqui millors formes d\u2019atendre als pacients i aix\u00ed protegir els seus interessos.<\/p>\n

3) Prestar atenci\u00f3 a les preocupacions de compliment<\/strong><\/h3>\n

El compliment en el sector de la salut no \u00e9s una preocupaci\u00f3 menor: les multes per incompliment poden ser molt elevades i afectar negativament a la reputaci\u00f3 d\u2019una organitzaci\u00f3 del sector salut. Assegurar-se que tots els membres de l\u2019equip, especialment els agents del call center d\u2019atenci\u00f3 m\u00e8dica, estiguin ben informats sobre els procediments d\u2019HIPAA <\/strong>(Llei de Portabilitat i Comptabilitat de les Assegurances de Salut)<\/strong> i d\u2019altres necessitats legals evita problemes que podrien posar en perill les relacions amb els pacients<\/strong>.<\/p>\n

4) Calcular i rastrejar els KPI correctes<\/strong><\/h3>\n

Els KPI del call center que escull per realitzar un seguiment fan m\u00e9s que descriure el rendiment del seu equip d\u2019una manera que s\u2019avalua f\u00e0cilment des d\u2019un tauler central. Tots i cadascun dels KPI que utilitza predefineixen l\u2019enfocament i les prioritats del seu equip. Algunes fonts suggereixen que realitzi un seguiment de m\u00e8triques com la taxa de satisfacci\u00f3 del pacient, una opci\u00f3 perfecta per millorar la satisfacci\u00f3 del pacient amb el temps. D\u2019altres mencionen la import\u00e0ncia de mesurar el temps mig de gesti\u00f3 i m\u00e9s. Una cosa \u00e9s segura, haur\u00e0 de realitzar un seguiment dels KPI apropiats per comprendre els seus \u00e8xits actuals, aix\u00ed com les \u00e0rees en les quals pot millorar.<\/p>\n

5) Implementar solucions d\u2019autoservei<\/strong><\/h3>\n

Les preguntes freq\u00fcents (FAQs) s\u00f3n una opci\u00f3 que sovint es passa per alt per desenvolupar el sistema de suport al pacient, per\u00f2 \u00e9s molt m\u00e9s \u00fatil del que es podria imaginar. Un portal de FAQs pot millorar la satisfacci\u00f3 i l\u2019experi\u00e8ncia del pacient (PX), alhora que disminueix la quantitat de trucades que els agents del contact center reben i gestionen en el seu dia a dia<\/strong>. De fet, segons Forrester les preguntes freq\u00fcents s\u00f3n molt utilitzades pels pacients per resoldre els seus dubtes<\/strong>.<\/p>\n

6) Prioritzar les integracions d\u2019EHR<\/strong><\/h3>\n

Un CRM sense acc\u00e9s als registres de salut electr\u00f2nics (EHR, en les seves sigles en angl\u00e8s) dels pacients no pot empoderar veritablement als agents del call center per oferir una assist\u00e8ncia r\u00e0pida i precisa a les persones que truquen dins d\u2019un temps raonable<\/strong>. Aquest vincle forma la base de funcions addicionals, com la programaci\u00f3 de cites amb metges de fam\u00edlia i la resoluci\u00f3 d\u2019inquietuds sobre l\u2019historial de salut que, d\u2019una altra manera, estarien m\u00e9s enll\u00e0 del coneixement de l\u2019agent.<\/p>\n

En conclusi\u00f3, per millorar un call center d\u2019atenci\u00f3 m\u00e8dica, \u00e9s convenient estar obert a innovar i adoptar estrat\u00e8gies noves. Per exemple, a trav\u00e9s de la implantaci\u00f3 d\u2019un <\/strong>contact center omnicanal<\/strong><\/a>, que ofereix m\u00faltiples funcionalitats als call center d\u2019atenci\u00f3 m\u00e8dica i permet als usuaris comunicar-se a trav\u00e9s del seu canal digital preferit<\/strong>.<\/p>\n

A mida que les necessitats i expectatives dels pacients canvien i evolucionen, la import\u00e0ncia de basar les accions dels agents en l\u2019empatia, l\u2019escolta activa, la consideraci\u00f3 legal i la precisi\u00f3 poden marcar una gran difer\u00e8ncia<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Les persones que truquen a un contact center del sector salut no s\u00f3n nom\u00e9s clients, sin\u00f3 tamb\u00e9 pacients que necessiten assist\u00e8ncia i orientaci\u00f3 per demanar cita, fer una consulta sobre la seva salut o una prova m\u00e8dica o sol\u00b7licitar informaci\u00f3 sobre la seva p\u00f2lissa. Aprofitar determinades estrat\u00e8gies per optimitzar el servei d\u2019un call center d\u2019atenci\u00f3… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":40375,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3231,3196,3197,3099,5157,3096,3901,3204,3289,3902,3239,5141,3106,3880,3900,3710,3631,3232,3323],"class_list":["post-40374","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-atencio-medica","tag-automatitzacio","tag-autoservei","tag-call-center-ca","tag-call-center-ca-2","tag-canals-digitals","tag-contact-center-omnicanal-ca","tag-crm-ca","tag-customer-journey","tag-ehr-ca","tag-hipaa-ca","tag-ia-ca-2","tag-ia-ca","tag-kpis-ca","tag-millors-practiques","tag-necessitats-dels-pacients","tag-px-ca","tag-sector-salut","tag-tecnologia-cloud-ca"],"acf":[],"yoast_head":"\nLes 6 millors pr\u00e0ctiques d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica - 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