GRANT KNAGGS
FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH GRANT KNAGGS, CADUCEUSHEALTH
ILLUSTRATION PROVIDED BY ADOBE IMAGES
IMPROVING HEALTHCARE CONTACT CENTER OUTCOMES
HOW CADUCEUSHEALTH BALANCED COSTS AND QUALITY.
American healthcare organizations, for- and non-profit alike, are engaging in a tricky balancing act between cost management and patient satisfaction.
Management must ensure efficient administration and strong revenue streams to finance patient treatment. And, at the same time, they must manage patients’ abilities to pay for that care. The goal is to improve the outcomes for the patients and the organizations caring for them.
( Full disclosure: my stepson is a director with a large healthcare organization.)
At the tipping point in this balance is the contact center. In healthcare organizations they represent a vital means of driving in revenues through handling billing and ensuring patient satisfaction. But they are a cost source, whose performance and productivity must also be carefully managed.
GRANT KNAGGS
Unfortunately, maintaining that balance and meeting that objective has become arguably more difficult in the post- COVID-19 pandemic era.
Healthcare organizations must cope with factors including an uncertain economy, whipsawing public policy changes, rising costs, and an aging population creating a higher demand for healthcare services. While, at the same time, they must also be mindful and ready for the next major public health crisis.
6 CONTACT CENTER PIPELINE