What is Call Center Integration?
Call center integration is the process of connecting a hospital’s call center with its other systems, such as its electronic health record (EHR) system, patient scheduling system, and patient billing system. This allows call center agents to access patient information and complete tasks on behalf of patients, such as scheduling appointments, checking on test results, and following up on care.
Why Call Center Integration for Hospitals?
Call center integration can improve efficiency and patient care in a number of ways.
- Improved Efficiency: Call center integration can help to improve efficiency by reducing the time it takes to complete tasks for patients. For example, if a patient calls the call center to schedule an appointment, the call center agent can access the patient’s EHR system to see the patient’s medical history and insurance information. This allows the call center agent to schedule the appointment quickly and accurately.
- Improved Patient Care: Call center integration can help to improve patient care by providing a centralized point of contact for patients, staff, and visitors. For example, if a patient has a question about their care, they can call the call center and speak to a call center agent who can answer their question. This can help to reduce the number of times patients have to repeat their story to different staff members.
Types of Call Center Integration
There are two main types of call center integration: hosted call center integration and on-premises call center integration.
- Hosted Call Center Integration: Hosted call center integration is a cloud-based solution that is hosted by a third-party provider. The third-party provider manages the call center system and provides the call center agents. This is the most common type of call center integration for hospitals.
- On-Premises Call Center Integration: On-premises call center integration is a solution that is installed and managed by the hospital. The hospital is responsible for purchasing the call center system and hiring the call center agents. This type of call center integration is less common for hospitals, but it can offer more flexibility and control.
Choosing a Call Center Integration Solution
When choosing a call center integration solution for a hospital, it is important to consider the specific needs of the hospital. Some of the factors to consider include:
- The size of the hospital: Larger hospitals may need a more sophisticated call center integration solution than smaller hospitals.
- The type of the hospital: The type of the hospital may also affect the type of call center integration solution that is needed. For example, a hospital with a large emergency department will need a different type of call center integration solution than a hospital with a large outpatient clinic.
- The budget: The cost of call center integration solutions can vary widely. It is important to find a solution that fits the hospital’s budget.
Conclusion
Call center integration can be a valuable tool for hospitals. It can help to improve efficiency and patient care in a number of ways. If you are considering implementing call center integration in your hospital, it is important to do your research and choose a solution that is right for your needs.
Here are some additional tips for choosing a call center integration solution for your hospital:
- Get multiple quotes from different providers.
- Compare the features and services of each provider.
- Make sure the provider has a good reputation.
- Ask about the provider’s experience working with hospitals.
- Make sure the provider is willing to work with you to customize a solution that meets your specific needs.
I hope this helps!