Beyond the Ring The Transformative Power of Inbound Call Centres in Canadian Healthcare

What comes to mind when you think of the healthcare industry? Usually, it’s hospitals, doctors, and nurses. But the healthcare industry is full of unsung heroes. For instance: inbound call centre agents. They step in to answer phones and act as the first contact for many patients.

These agents aren’t faceless voices on the other end of the line but compassionate individuals who provide comfort when patients need it most. They help patients set up appointments, verify their insurance coverage, clarify billing concerns, and more.

A study revealed that patient satisfaction increased when calls were answered promptly. Patients developed a higher positive perception when facilities reduced their telephone wait times. In this blog, we’ll explore how inbound call centres transform Canadian healthcare.

Inbound Call Centre in Action

Let’s start by putting a human face on the topic. Meet Sarah, a working mother in Toronto with a hectic schedule. For weeks, she’s been experiencing back pain but hasn’t been able to see a specialist. Concerned about her health, she contacts a hospital for assistance.

She connects with David, a call centre agent, and explains her situation. She emphasizes her time constraints due to work and family responsibilities. David listens carefully and reassures her that he’s here to help.

David checks the availability of orthopedic specialists and suggests a few suitable options. Understanding Sarah’s busy schedule, he offers her a range of appointment times, including early mornings and weekends, to accommodate her needs. They work together to find a convenient time slot that works for Sarah, ensuring that she can finally address her back pain without disrupting her daily routine.

David schedules the appointment and sends Sarah a confirmation email with all the necessary details. Sarah hangs up feeling relieved and grateful for the support she received. Thanks to the healthcare call centre’s efficient appointment scheduling service, she’s on her way to getting the care she needs, all while balancing her demanding life.

Creating a Symbiotic Relationship

Inbound call centres are not only a source of comfort but also a valuable source of information for healthcare providers. They facilitate a symbiotic relationship between patients and healthcare professionals, where both parties benefit immensely.

Patients benefit by receiving timely assistance for their concerns, whether it’s getting answers to medical queries, obtaining advice on managing symptoms, or getting directed to the nearest healthcare facility. With the help of call centre agents, they can efficiently schedule or re-schedule appointments, find the right specialists, authenticate their bills for insurance claims, and more.

On the flip side, healthcare providers gain valuable insights from real-time feedback. Call centres gather tons of data that you can use to identify emerging health trends, track the spread of diseases, and improve patient care services. They can also conduct patient satisfaction surveys and ask for feedback about your services.

This real-time feedback loop helps you adapt to the changing needs of the population, improve your services, and deliver more effective care.

Giving a Human Touch

It’s easy to forget the human touch in a fast-paced world, especially when you’re busy attending to a multitude of patients. Inbound call centres serve as a reminder that behind every medical diagnosis and treatment plan, there’s a patient with fears, concerns, and hopes.

These agents are compassionate listeners, expert advisors, and crucial data sources. Their impact can’t be overstated as they embody the human touch in Canadian healthcare, making a difference one call at a time.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.

Get the eBook