In today’s digital-first world, the medical call center still plays a crucial role in connecting healthcare consumers with providers. As an important method of alleviating staffing shortages, elevating the patient experience, and optimizing revenue for healthcare organizations, strategic call center programs covered unique gaps in the patient journey during the early days of the COVID-19 pandemic such as information hotlines and patient outreach to engage patients once the facility re-opened. In the post-COVID era, the most successful call center programs continue to utilize both non-clinical and clinical agents who can answer patient questions quickly and easily, schedule appointments, make referrals, and communicate with patients in their preferred language.
