Four Steps to Minimize Risk in a Healthcare Call Center



By Janet Livingston

Running a call center is challenging, but mastering one in the healthcare industry carries an added set of concerns. People’s health and even their lives are at stake. Make a mistake, and it might affect someone’s future, even their life. Although it’s impossible to eliminate all risks, a few simple steps can greatly minimize them.

Hire the Right Skill Set

Determine what credentials you want staff in each position to carry. Then hire to meet those requirements. Don’t skimp or settle for someone less than ideal. With so much at stake, you don’t want to have an underqualified employee attempt to handle too big of a responsibility. This starts with hiring the right people for each position.

Determine what credentials you want staff in each position to carry. Then hire to meet those requirements. Don’t skimp or settle for someone less than ideal. With so much at stake, you don’t want to have an underqualified employee attempt to handle too big of a responsibility. This starts with hiring the right people for each position.

Determine what credentials you want staff in each position to carry. Then hire to meet those requirements. Don’t skimp or settle for someone less than ideal. With so much at stake, you don’t want to have an underqualified employee attempt to handle too big of a responsibility. This starts with hiring the right people for each position.

Consider E&O insurance as a backup in case the unthinkable happens. Click To Tweet

Provide HIPAA Training

Everyone in healthcare knows you must provide HIPAA training on a regular basis to all employees. However, finding time to do this may present a challenge. Every day in the call center is a busy one. This makes it easy to push off nonurgent tasks to tomorrow, next week, or next month. When it comes to HIPAA education, don’t delay. Make it a priority, and then do it. Provide HIPAA training as part of new employee onboarding. Then provide ongoing HIPAA instruction for every employee each year.

Insist That Staff Don’t Exceed Their Capabilities

Many medical call centers have a mix of staff, some with medical training and others without it. Though those without a healthcare background will quickly pick up medical jargon, processes, and even some protocols, make sure they don’t attempt to provide a level of service for which they lack the training. Nurses should provide nurse triage, while non-nurses shouldn’t offer any degree of medical advice. It’s that simple. This is one time to keep everyone in their place.

Have a Good Errors and Omissions Insurance Policy

Having a good errors and omissions (E&O) policy is important for outsource call centers, and it’s especially essential for healthcare-related operations. However, don’t view this as an excuse to take shortcuts. Instead strive to run your call center so that you’ll never need to file a claim. Consider E&O insurance as a backup in case the unthinkable happens.

Conclusion

While there’s a lot that can go wrong in a healthcare call center, there’s no reason to let it cause you to lose sleep. Follow these four tips to help ensure that your operation functions as it should and provides the high-quality service that your stakeholders expect.

Call Center Sales Pro

Janet Livingston is the CEO of Call Center Sales Pro, a premier consultancy and service provider for healthcare call centers and medical answering services. Contact Janet at contactus@callcenter-salespro.com or call 800-901-7706.