An operation combining human, technical and physical resources to field inbound and/or place outbound phone calls in support of medical care. Healthcare call centers support a number of different functions, which can include appointment scheduling; nurse triage; physician answering service and on-call services; pharmaceutical services; member and physician services; and coordination of benefits, among many others. They often handle contacts via channels beyond the telephone, including email, chat, social media and SMS. Healthcare call centers, which should be compliant with healthcare regulations including HIPAA, deploy technological solutions and operational processes to distribute contacts to teams of Brand Specialists, often located in one or more locations. Also known as medical call center or healthcare contact centers.
Healthcare Contact Center
by Startel | Jul 13, 2021