CENTRALIZATION IMPROVES COMMUNICATION AND COORDINATION AMONG DIFFERENT DEPARTMENTS AND STAKEHOLDERS .
RADIOLOGY SCHEDULING
Radiology is an important factor in both patient care and system revenue . Scheduling radiology procedures scales from the simple to the complex . Centralization streamlines the scheduling process , reduces duplication of efforts , and ensures that resources are used more effectively . It can help optimize appointment slots , reduce staff idle time , and maximize the use of equipment and staff . The centralized approach ensures that scheduling policies and procedures are consistent across the entire system . This reduces the risk of errors and miscommunications and leads to more reliable and predictable operations .
The centralized handling of Referrals , PAs , and Radiology in the Access Center connects many touchpoints on the patient ’ s journey . Each of these activities relates to patient care and revenue generation , two significant business drivers . In addition , the Access Center provides a single source of data that can be analyzed to track key performance indicators , identify bottlenecks , and make data-driven decisions for process improvements . This is also an opportunity to expand Workforce Management ’ s analytical role to include Business Analytics , a process that is way overdue .
CENTRALIZATION IMPROVES COMMUNICATION AND COORDINATION AMONG DIFFERENT DEPARTMENTS AND STAKEHOLDERS .
IDIOM INSIGHTS
While this article focuses on Healthcare , other industry Contact Centers should consider what additional services they can offer . How can the Contact Center contribute to enterprise goals ? How can it showcase skills and scalability ? How can it proactively promote capabilities and identify additional opportunities to centralize ?
Finally , centralization forces the streamlining of processes . This is a critical success factor when it comes to digital access and deploying Artificial Intelligence ( likely to play a significant role in managing PAs ). Begin now and get ahead of the game !
It is truly time to shine for Healthcare Access / Contact Center leaders to proactively leverage their capabilities as assets while building a strong and scalable operational model of the future .
Kathleen M . Peterson is the Chief Vision Officer of PowerHouse Con sulting , a call center and telecommunications consulting firm . www . powerhouse1 . com
@ PowerHouse603
WEBINAR
State-of-the-Market : Contact Center Technology
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16 CONTACT CENTER PIPELINE