CALL US: 1-844-528-4338
Medcoservices
  • HOME
    • About Us
    • Our Team
  • Solutions
    • Early Out Billing
    • Pre-Registration
    • Third Party Debt
    • Insurance Projects
    • Consulting & Analytics
    • Technology
    • Testimonials
  • Careers
    • Positions
    • Culture
    • Benefits
  • Resources
    • Blog
    • Webinars
    • Case Studies
  • Client Login
  • Contact Us
  • Blog
  • HOME
    • About Us
    • Our Team
  • Solutions
    • Early Out Billing
    • Pre-Registration
    • Third Party Debt
    • Insurance Projects
    • Consulting & Analytics
    • Technology
    • Testimonials
  • Careers
    • Positions
    • Culture
    • Benefits
  • Resources
    • Blog
    • Webinars
    • Case Studies
  • Client Login
  • Contact Us
  • Blog

Patient Satisfaction…….MedCo is listening!

3/2/2018

0 Comments

 
Picture
100% of All Calls Reviewed Daily​
With hospitals facing increased expectations to deliver high quality service to their patients at every turn, there has never been a better time to take advantage of call center voice analytics.  Do your vendor partners have the patient’s satisfaction in mind?  MedCo utilizes voice analytics to ensure the patient’s experience while providing its clients with peace of mind.


Taking the Patient Experience to the Next Level
For over 20 years MedCo has understood the importance of providing a quality patient experience.  Our contact representatives go through in-depth training for 4 weeks before ever speaking to a patient on the client’s behalf.  A Quality Assurance program was developed to monitor and evaluate representatives monthly, and to evaluate quality levels and performance. In 2017, MedCo became one of a few healthcare-related call centers to utilize voice analytics to ensure a positive patient experiences.

How Does Voice Analytics Work?
Most call centers sample less than 1% of its total calls.  Utilization of voice analytics has enabled MedCo to increase its sampling to 100% of all calls. During the implementation process of launching voice analytics, MedCo defined the listening parameters to determine what elements should be monitored.  Our system listens for conditions such as:

o    Pre-defined key words
o    Raised or tense voices
o    Profanity
o    Long pauses
o    Poor connection quality
o    Parties talking over each other
​

If any of the conditions above are present on any call, the call is flagged and sent to a supervisor for review.  Upon review, the supervisor can take appropriate action or use it as a coaching opportunity with the representative on the call.  In some cases, the representative is recognized for their excellent handling of the situation and may be used as a coaching example for the entire call center.  The result: higher quality calls and higher patient satisfaction.

Want to learn more? Let MedCo help ensure your patient’s satisfaction!  Call 1-844-528-4338 or email sales@medcoservices.com today for additional information.


0 Comments

      Join Our BLOG

    Subscribe




    ​Archives

    February 2020
    January 2020
    December 2019
    October 2019
    June 2019
    May 2019
    January 2019
    July 2018
    March 2018
    January 2018
    December 2017
    October 2017
    September 2017
    August 2017
    July 2017
    June 2017
    May 2017
    April 2017
    March 2017
    February 2017
    January 2017
    December 2016
    November 2016

Picture

MedCo Client Access

​ACA International


Healthcare Financial Management Association

    Join Our Email List for Company News

Subscribe