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Healthcare Call Centers

What Kind of Healthcare Coverage Do You Provide to Your Staff?



Take Steps to Meet the Healthcare Needs of Your Healthcare Call Center Staff

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

I enjoy going to the zoo with family. We go several times each year. A special bonus are those opportunities to interact with the zookeepers and learn more about the animals under their care. During a recent visit we had the privilege of an extended discussion with one of the caretakers after she tended to the zoo’s three lions.

She shared insider information about their feeding, their training, and their healthcare. After covering the extensive medical care these three amazing creatures receive—the testing, monitoring, medication, and access to specialists—she grew momentarily somber. “They receive much better healthcare than I do.” We sadly nodded that we understood. Then she perked up and resumed telling us about these animals that she so clearly loves.

I wonder if a similar thing happens in our healthcare call centers. Do employees hang up from a phone call and shake their heads in dismay, muttering “That caller receives far better healthcare than I do.”? I hope not, but I fear it’s true far more often than it’s not.

It may be understandable for this to happen occasionally, but it’s inexcusable if it happens often. This needs to change. Take steps to better meet the healthcare needs of healthcare call center staff.

To expect workers in healthcare call centers to serve patients and callers with excellence, they must first have a good perspective for them to work from. This includes providing healthcare workers with adequate healthcare coverage and services.

Falling short of doing so handicaps them from performing their jobs with distinction and serving callers with appropriate empathy. It would be like making restaurant staff work on an empty stomach but expecting it to not impact their patrons’ experience.

Call centers invest money on ongoing agent training, coaching, and quality assurance programs. Make sure to also invest in call center staff’s healthcare. This will help ensure that they better connect with the people they talk to on the phone, without negativity and resentment showing through.

A key aspect of enabling call-center staff to best meet the healthcare needs of callers is to start by making sure you best meet the healthcare needs of your staff. If you find yourself needing to make changes, you may not be able to fix everything all at one time. But you can move in that direction. Start today.

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Healthcare Call Centers

Improve Your Call Center by Providing Ongoing Skills Training

Improve Your Call Center by Providing Ongoing Skills Training

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

This year we’ll embark on a series of articles about how to move your healthcare call center forward to better meet the needs and expectations of your callers and patients. We’ll start by talking about providing your frontline staff with ongoing skills training.

For your call center, you begin by hiring the best staff, providing them with the detailed training they need to do their jobs well, and then scheduling them to handle calls. It’s a great start, but it’s just the beginning. 

Over time their skills will drift away from what you expect and migrate toward what is expedient. Even more of a concern, they will learn from their coworkers sitting next to them. Though they may acquire some good skills this way, they’re more apt to pick up less-than-ideal habits. It’s a given that what you don’t want to occur in your call center will much more readily permeate your entire staff then the best practices you desire them to emulate.

That’s why it’s essential to provide periodic training to your staff. Through this, you can reinforce the best skills in call handling, customer service, and patient satisfaction that you want them to consistently provide. And then you can teach them new, enhanced skills too. 

Just as vision is leaky, so too are call handling skills. Both require regular reminders. Therefore, you need to teach and reinforce the skills that you want your staff to use in your call center. Do this on a regular basis. You need to provide this to every frontline employee. 

Though you may want to start with the under-performing staff first, this is backwards. If you start with them, they’ll view your training as punitive, which will detract from your objective of enhancing their skills.

Instead, you might want to start with your best-performing staff. They are apt to view the advanced training as a reward, making them much more likely to retain and implement the customer service techniques you teach them. Then roll the training out to the rest of your staff. They’ll receive your instruction more positively.

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Healthcare Call Centers

Be Sure to Thank Your Staff



Let Your Call Center Employees Know You Appreciate Their Work

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

We just celebrated Thanksgiving in the United States, which is a time where we typically reflect on what we’re thankful for—when we’re not scarfing down a holiday feast. 

Do you let your staff know you appreciate them? I’m sure you’ll say yes, but what will they say? I’m not being critical, but I am seeking to prompt some deep consideration into how you thank your staff. 

I suspect you’re already making a list:

  • You provide employment, a paycheck, and a decent compensation package
  • You send a Thanksgiving card, note, or even a small bonus
  • You give them a frozen turkey or gift card
  • You serve a Thanksgiving meal for those who work on Thanksgiving
  • You pay a bonus for those who work over the holiday weekend

These things are great, but your staff has grown to expect them. These efforts at indicating gratitude, while appreciated, don’t convey that you’re truly thankful for your staff and the work they do throughout the year. If they are to realize that you appreciate them, you need to find a better way to say thank you.

I once had a boss who personally gave me my paycheck every week. Though a man of few words, he would hand me my check, look me in the eye, and say “thank you.” He did this for all twenty to thirty people in his department, without fail, every pay period. 

That was thirty years ago, but I still remember it as if it just happened. Though he was a hard man to figure out and often frustrating to work for, I had no doubt that he appreciated my efforts. His periodic, heartfelt thank you kept me motivated, even though his management style sometimes grated on my soul.

If your efforts to thank your staff fail to communicate your appreciation, it’s time for a different approach. Why not try handing each employee their paycheck, looking them in the eye, and saying “thank you.” And if your operation is too big or your staff schedule is too varied for you to do this, do it for your direct reports and encourage them to do it for theirs.

Though thanking your staff on Thanksgiving is a great start, personally thanking them every pay period will make an impression that lasts.

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Healthcare Call Centers

5 Reasons to Be Thankful for Your Job

Working in a Medical Call Center is Hard, but Don’t Forget the Good Parts

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan-call center

Have you ever left your call center and wished you didn’t have to come back? Of course, you have. Yet you return. Having this feeling means you care and prove you’re normal.

Working in a medical call center has its stresses, difficulties, and frustrations. But don’t let this cloud the good parts. And there are many. 

Let’s press pause for a moment and reflect on what you can be thankful for through your work at a medical call center. Here are five ideas to get you started.

1. Enjoy Financial Provision

At a basic level, we work to earn a living. Yes, every employee wishes they made more and thinks they should. But overall you’re doing great. Your job covers your basic needs and then some. Don’t look at the 1 percent in the United States who have far surpassed you. Consider the 99 percent in the rest of the world who wished they had your standard of living.

2. Work with a Great Team

Every day you work alongside some amazing and talented people. Yes, there may be one or two that irritate you, but this is true in every job, as it is with every family and every social gathering. Remember, you’re a team, and you get things done. Together you’re stronger, more effective, and meet your mandate call after call.

3. Help Others

Handling call after call can have its drudgery. But remember that each caller is a real person who needs your support. They’re calling you for assistance. And you’re able to help. Call after call, you help people. Because of you, their lives are a little bit healthier. You’re doing your part to make our world a better place.

4. Save Lives

Working in the medical call center can also have its life and death ramifications, especially if you’re doing telephone triage. Though it may not happen every day, each life you save is the ultimate reward that enables you to persevere. But beyond saving physical lives, all healthcare call center work helps save people emotionally, spiritually, or financially. Each call represents an opportunity for you to make a difference in the caller’s life.

5. Possess Purpose

Some jobs are boring, and others carry no meaning other than a paycheck. Not so when you work in a medical call center. You have a purpose, a critical purpose. You and your coworkers help others on every phone call and save lives—whether literally or figuratively—on a regular basis.

Conclusion

You’re bound to have bad days in your call center. That’s normal. But don’t let them obscure the good days. Remember how much you have to be thankful for. You have a job that provides for you, benefits society, and carries significance.

Categories
Healthcare Call Centers

Today’s Employees Want to Make a Difference



Give Staff Opportunities to Make an Impact through Their Work

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan

We’ve been considering five strategies to retain call center staff. The first four are through agent compensation, agent benefits, learning situations, and growth potential. Now we’ll address the fifth one. It’s showing staff how they can make a difference in their work and through their work. Today’s employees, especially Millennials and even more so Gen-Z, want employment where they can make a difference by having a positive influence through their jobs and their work.

Through Each Call

Starting at training, and reinforced on a regular basis, help employees see how each call they take makes a difference. This difference can positively impact both the caller and the person, department, or recipient of the transaction or information. This way they’ll have dozens or even hundreds of opportunities each day to make the world a little bit better. Over the course of a year that’s thousands or tens of thousands of small but meaningful positive interactions to help impact their world in a positive way.

In the Work Environment

Beyond each call, provide opportunities for employees to help make their workplace better. This can include serving on an ad hoc committee, assigning them additional tasks that add value, and taking on special assignments to improve their work environment and better serve callers. Even more beneficial is when they can work together as a team when making a difference.

Offer Volunteer Opportunities

Some progressive companies include paid time for employees to volunteer at their favorite nonprofit. When doing so, they perceive their employer as supporting the causes that they support. They value their work more because of this.

Though it may not be feasible for a medical call center to offer this benefit to every entry-level employee, this paid volunteer time could be a perk for senior operators and those who advance in the company.

And even if you’re reluctant to provide paid time for staff to do this, you can still support their favorite nonprofit in other ways. This could be as simple as offering them free voicemail service to help facilitate their favorite organizations’ communication.

Provide Matching Donations

Other forward-thinking businesses will match employee donations, usually dollar for dollar, to nonprofit organizations. Usually they place a cap on total matching funds, but this may be an unneeded precaution.

But if you’re just starting this program, having a donation cap may be an easy way to test its effectiveness and limit financial risk. You can always remove or increase the cap later. Some companies have a list of acceptable recipients for matching donations, but this could irritate employees and cause them to resent the company’s generosity and not appreciate it.

The key is to join your employees in supporting what they support. And when you do, they’ll be more supportive of you.

Summary

Today’s employees want a job that does more than provide income. They want work that helps them make a difference in their community and their world. Give them these opportunities, and they’ll give you their dedication.