A healthcare call center helps make sure patients are set on a positive path, whether it’s before or after their visit with a physician, hospital or health system. Now more than ever we live in a world where patients have options: they can find another provider if they feel they’ve had an unsatisfactory experience with their health system.

Furthermore, if a patient has an urgent need, immediate access to a physician or nurse is critically important. Managing this connection of provider to patient appears, at first, to be a simple as answering phones and booking appointments.

But is it?

Most systems and practices don’t have the staff, technologies, or workflows to handle the sheer volume let alone any reporting or analytics to provide insights into patient access, engagement or experience. Of the total number of calls how many patients have had delays or even not received the care they need?

Many systems and practices have no idea.

At Envera Health, we help systems and groups transition from call centers to revenue centers. What’s the difference between the two? Well, let’s get on the same page:

Revenue Center: Organizes itself around higher return on investment with efficient call management for the superior outcome of scheduled appointments as a percentage of total calls.

Call Center: Organizes itself around the management of phone calls without data, insights or training to ensure adequate measurement of return.

Which one does your system or group have?