SHARE



ABOUT THE AUTHOR


Matt Brunk
Matt Brunk has worked in past roles as director of IT for a multisite health care firm; president of Telecomworx,...
Read Full Bio >>
SHARE



Matt Brunk | July 15, 2016 |

 
   

TCN Prescribes Fix for Health Care Call Centers

TCN Prescribes Fix for Health Care Call Centers Delivers in the form of a cloud-based automated patient engagement solution for more efficient and cost-effective patient communications

Delivers in the form of a cloud-based automated patient engagement solution for more efficient and cost-effective patient communications

For healthcare providers, taking mundane tasks out of the call center can give agents more time to spend on productive patient engagements and, in turn, help boost profitability.

Toward that end, hosted call center provider TCN recently introduced VocalRX, a cloud-based automated patient engagement solution for more efficient and cost-effective patient communications. Countless practices can benefit from automating many of the routine back-office billing and front-office scheduling tasks. These tasks, while mundane, aren't unimportant -- they are the little details that can make for a better client/patient experience.

VocalRX, which features an easy-to-use graphical user interface and integrates with electronic health record systems, automates tasks such as appointment reminders and confirmations, bill payment reminders, and requests for patient feedback. VocalRX can help a practice eliminate hold times and prevent patient frustration, thus improving the experience and boosting patient retention rates. Also of note is that VocalRX can help reduce employee churn, which is common when call center agents burn out on repetitive, mind-numbing tasks.

The key drivers of scalability and cost efficiency should capture the attention of many practice business managers.

I believe VocalRX meets a few of the 14 principles of management from W. Edwards Deming that I often cite. Worth noting here are these four:

  • Principle 1 - Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs.
  • Principle 5 - Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease costs.
  • Principle 7 - Institute leadership. The aim of supervision should be to help people and machines and gadgets to do a better job. Supervision of management is in need of overhaul as well as supervision of production workers.
  • Principle 12a and b - Remove barriers that rob the hourly worker of his right to joy of workmanship. The responsibility of supervisors must be changed from sheer numbers to quality (a). Remove barriers that rob people in management and in engineering of their right to joy of workmanship. This means abolishment of the annual merit rating and of management by objective (b).
  • Follow Matt Brunk on Twitter and Google+!
    @telecomworx
    Matt Brunk on Google+





COMMENTS



April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.