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Above & Beyond the Call: Anatomy of a Patient Services Call Center

Thomas Mathews, President, OnQ

A patient services call center is a key touch point for patients. Many factors must be evaluated to develop a topnotch, HIPAA compliant call center operation. There are dozens of decisions to be made in order to maximize returns and the patient experience including staffing, routing, escalation mapping and metric development. This session will discuss the role the call center plays in healthcare, its impact on financial performance and tips for establishing a successful operation.

Learning Objectives – At the end of this session, attendees will be able to:

  1. Structure a successful call center operation
  2. Understand the financial impact of a successful call center
  3. Define the most common call types and associated resolution times

Member Price: $99.00
Non-Member Price: $199.00
Price For Attendees of HBMA 2017: The Healthcare Revenue Cycle Conference: $0.00
CHBME Credit: 1.0

Refund Policy:
Please see the HBMA Refund Policy page for details on refunds for educational events and products

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