S1 Ep9 Quality Perks - Coffee & Quality Chat with Christine Clarson & Steve Hide May 6, 2022
05/06/22 • 19 min
Summary
In this episode of "Quality Perks - Coffee & Quality Chat," hosts Karyn Dupree and Neal Eggers are joined by guests Christine Clarson and Steve Hide to discuss healthcare and the call center industry. The conversation begins with a lighthearted discussion about the hosts' beverage choices. The main focus of the discussion revolves around the challenges faced by healthcare call centers, emphasizing the complexity of patient engagement and the importance of providing quality service throughout the patient's journey. The guests highlight the unique aspects of healthcare call centers, including the need for flexibility, adherence to regulations, and the role of call center associates as integral members of the patient's care team. The conversation delves into the two phases of the patient life cycle that call centers support: pre-service activities like enrollment and benefit coverage, and post-care activities such as billing, reimbursement, and disease management. The challenges identified include documentation accuracy, HIPAA compliance, and ensuring patient compliance with prescribed therapy. The guests stress the importance of a robust quality assurance program, like the one offered by BPA Quality, in addressing these challenges and providing valuable insights for improvement.
Highlights
🎙️ Lighthearted discussion on beverage choices sets a friendly tone for the episode.
🏥 Healthcare call centers focus on patient engagement, facing unique challenges compared to traditional call centers.
🔄 Flexibility and adherence to regulations are crucial for healthcare call centers, dealing with constant changes in the industry.
🔄 Call center associates are viewed as members of the patient's care team, emphasizing the holistic approach to healthcare.
🔄 Quality program insights help address challenges like documentation accuracy, HIPAA compliance, and patient therapy compliance.
🔄 Patient life cycle involves pre-service (enrollment, benefit coverage) and post-care activities (billing, reimbursement, disease management).
🚀 Robust quality assurance programs, such as BPA Quality's, play a vital role in enhancing patient experience and addressing industry challenges.
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!
Summary
In this episode of "Quality Perks - Coffee & Quality Chat," hosts Karyn Dupree and Neal Eggers are joined by guests Christine Clarson and Steve Hide to discuss healthcare and the call center industry. The conversation begins with a lighthearted discussion about the hosts' beverage choices. The main focus of the discussion revolves around the challenges faced by healthcare call centers, emphasizing the complexity of patient engagement and the importance of providing quality service throughout the patient's journey. The guests highlight the unique aspects of healthcare call centers, including the need for flexibility, adherence to regulations, and the role of call center associates as integral members of the patient's care team. The conversation delves into the two phases of the patient life cycle that call centers support: pre-service activities like enrollment and benefit coverage, and post-care activities such as billing, reimbursement, and disease management. The challenges identified include documentation accuracy, HIPAA compliance, and ensuring patient compliance with prescribed therapy. The guests stress the importance of a robust quality assurance program, like the one offered by BPA Quality, in addressing these challenges and providing valuable insights for improvement.
Highlights
🎙️ Lighthearted discussion on beverage choices sets a friendly tone for the episode.
🏥 Healthcare call centers focus on patient engagement, facing unique challenges compared to traditional call centers.
🔄 Flexibility and adherence to regulations are crucial for healthcare call centers, dealing with constant changes in the industry.
🔄 Call center associates are viewed as members of the patient's care team, emphasizing the holistic approach to healthcare.
🔄 Quality program insights help address challenges like documentation accuracy, HIPAA compliance, and patient therapy compliance.
🔄 Patient life cycle involves pre-service (enrollment, benefit coverage) and post-care activities (billing, reimbursement, disease management).
🚀 Robust quality assurance programs, such as BPA Quality's, play a vital role in enhancing patient experience and addressing industry challenges.
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!
Previous Episode
S1 Ep8 Quality Perks - Coffee & Quality Chat with Yvette Renda April 22, 2022
Summary
In this episode of "Quality Perks - Coffee & Quality Chat," Yvette Renda, the Director of People Development at BPA Quality, discusses the importance of the human element in contact centers. The conversation covers topics such as coffee preferences, the negative impact of scripted interactions, and the need for effective coaching to connect with customers on a personal level.
Highlights
☕ Yvette Renda, a connoisseur of coffee, shares insights into her coffee preferences and the significance of personalizing interactions in contact centers.
🌐 The discussion touches on the impact of scripted interactions on customer engagement and the importance of avoiding robotic communication.
🚀 Yvette's role at BPA Quality involves developing and delivering tailored workshops to clients, focusing on customer excellence, quality assurance, and human interactions.
👥 Human Element Workshops aim to emphasize the need for a sincere connection with customers, moving beyond scripted interactions and metrics-driven evaluations.
📈 Coaching strategies involve understanding individual customer needs, recognizing the impact of human interactions, and fostering positive engagement.
🎙️ The podcast explores the theme of balancing data-driven insights with the essential human element in contact center management.
🤝 Yvette emphasizes the significance of recognizing and adapting to the diverse needs and preferences of customers during interactions.
The episode underscores the importance of human connection, effective coaching, and personalized communication to enhance customer experience in contact centers.
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!
Next Episode
S1 Ep10 Quality Perks Coffee & Quality Chat with Gregg Stone June 10, 2022
Summary
In this episode of "Quality Perks Coffee & Quality Chat," Karyn Dupree, Quality Solutions Director at BPA Quality, and Neal Eggers, VP of Managed QA Services at BPA Quality discuss the engagement capacity gap with guest Gregg Stone from Verint. They explore challenges in customer interactions, employee retention, and leveraging technology for a superior customer experience.
Highlights
☕ Greg Stone, Account Executive at Verint, emphasizes the importance of brand loyalty as a key differentiator in today's market.
☕ The engagement capacity gap is defined as the challenge of managing the exponentially growing interactions, especially in the digital age.
☕ Employee retention is crucial, and flexibility in scheduling is identified as a key factor, allowing agents to build their own schedules.
☕ Leveraging AI and automation in workforce management helps streamline processes, reduce costs, and maintain a competitive edge.
☕ Customers now expect brands to be present on various communication channels and demand consistency in service across those channels.
☕ Insights from digital behavior analysis, post-interaction analysis, and survey data are essential for operational changes to enhance customer satisfaction.
☕ The engagement capacity gap narrows for organizations that understand and implement streamlined, predictive, and personalized customer experiences.
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!
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