Are you a Healthcare provider looking to improve your patient satisfaction levels? Have you looked into your contact centers? How are you managing those critical patient interactions?
Mark McNeill is the Vice President of Healthcare Telecom Services for ISI Telemanagement Solutions, Inc., a Schaumburg, IL based telecom consulting and software development firm. Mr. McNeill has over 25 years of experience in Telecommunications and Medical Software industries. He has consulted with hundreds of healthcare providers and management companies on how to streamline IT costs, improve patient services and optimize efficiencies in the hospital environment.
Investment Services and Banking have become very competitive industries with numerous providers all vying for the same investor’s funds. As a provider, your company might spend millions of dollars on marketing and advertising just to convince new clients to invest with you. What if one of those potential new clients does call you and gets put into a queue in your contact center? They wait for about a minute and then decide to hang up. Maybe they will call you back. Maybe they will try to contact one of your competitors! Is that something you want to risk?
In an attempt to provide more timely access to hospital resources and to reduce expenses, most healthcare providers have moved as many surgical procedures as possible to an outpatient basis. Although this is great for efficiency and insurance companies love the lower costs, healthcare providers run the risk of patients not adequately following physician/surgeon care instructions and follow ups. If patients don’t adhere to instructions, they could develop potentially severe post-surgical complications, requiring readmittance.
Why is this important?
We are only a few days away from our Healthcare webinar, "How Healthcare Providers Can Improve Patient Satisfaction Through the Contact Center." Mark D. McNeill, Vice President – Healthcare UC Solutions for ISI Telemanagement Solutions, will host this event along with our guest speaker, Raun Williams, IT Security & Support Supervisor at Freeman Health Systems.
If you are like many of the Healthcare CIOs I come into contact with through my LinkedIn group (Healthcare Unified Communications Forum), then you are probably faced with ever-increasing merger and acquisition activity. While consolidation in the Healthcare industry might make great business sense, and can benefit patients, it can wreak havoc with IT groups who must react quickly to new systems, new platforms, new technologies and new networks they “inherit” from these acquired properties. In an instant, you are expected to integrate the new platforms into your existing enterprise platforms and systems while also reporting back to the CFO on cost-savings initiatives to reduce the related, inherited expenses.