Blog.

March 11, 2024 | Blog

Revolutionizing Patient Support: How AI Enhances Healthcare Call Center Operations

AI in healthcare call centers automates quality assurance, supports compliance and gives agents better tools. See how AI improves call center performance and patient communication.

March 8, 2024 | Blog

How To Elevate Patient Care in Healthcare Call Centers With Listening Excellence

Healthcare call center agents listen with attentiveness, responsiveness and perceptiveness. See how those skills help agents understand patient concerns and build trust on every call.

March 6, 2024 | Blog

Elevating Patient Experience Through Enhanced First Call Resolution

Learn the five factors that decide whether a healthcare call center settles a patient’s question on the first contact, from agent training to call routing and access to information.

February 21, 2024 | Blog

How Call Routing Can Transform Your Healthcare Service

Call routing in healthcare call centers connects each patient to the right department fast. See how routing cuts wait times, protects conversion opportunities and improves the quality of each conversation.

February 19, 2024 | Blog

What Is the Difference Between BPO and a Call Center?

Compare BPO and call center scope, business goals and level of integration to decide which outsourcing model fits your healthcare organization, and how contact centers extend beyond voice.

February 16, 2024 | Blog

How Digital Call Centers Can Transform Your Customer Experience

Digital call centers run on cloud contact center platforms. Learn what CCaaS is and how voice, text, email and webchat channels give patients an easier way to reach your organization.

February 14, 2024 | Blog

Elevating Healthcare Through Strategic Call Center Monitoring: Techniques and Advantages

Learn the call center monitoring techniques that keep every patient call handled with care, from performance goals to call recordings, and the benefits for service, agents and security.

February 12, 2024 | Blog

Why a Call Center Triumphs Over Voicemail

Compare a live medical call center with voicemail for your practice. See how live agents handle routine inquiries, screen calls for staff and give patients a response instead of a recording.

February 8, 2024 | Blog

Crafting the Heart of Patient Care: 4 Key Essentials for a Healthcare-Centric Call Center

A healthcare-centric call center rests on four essentials: patient insights, an empowered frontline, whole-team engagement and a patient-first mindset. See how each one works.

January 12, 2024 | Blog

Why Natural Language Processing Is Vital for Call Centers

Natural language processing helps medical call centers understand patients and personalize responses. Learn what NLP is and why it matters for healthcare call center operations.

January 10, 2024 | Blog

Understanding the Impact of Inbound Call Centers on the Healthcare Industry

Inbound call centers handle patient calls so clinical staff can focus on care. See their impact on scheduling, medical inquiries, satisfaction and support cost.

January 8, 2024 | Blog

How the Rise of Telehealth Is Transforming Call Centers

Telehealth is changing medical call centers. See how virtual consultations improve access, physician-patient communication, resource use and service continuity.

January 5, 2024 | Blog

Call Centers and Answering Services—What Are the Differences?

Call centers and answering services handle patient calls differently. Compare how each works and decide which fits your healthcare organization.

January 3, 2024 | Blog

Crisis Management in Healthcare Call Centers

Crisis management keeps healthcare call centers running when demand spikes. Learn the four elements: preparedness, communication, people management and technology resilience.

January 1, 2024 | Blog

Choosing the Right Call Center for Emergencies

Choose an emergency call center by round-the-clock availability, reliability, specialized staff, technology and scalability. Learn what to check before you commit.

December 15, 2023 | Blog

How To Improve Transitional Care Management

Transitional care management moves patients from hospital to home and lowers readmission risk. Follow five steps, from assessment to at-home care and teach-back of the plan.

December 13, 2023 | Blog

How To Conduct a Successful Contact Center Cloud Migration—The Do’s and Don’ts

Follow the do’s and don’ts of a contact center cloud migration. Set goals, assess infrastructure, plan in detail, protect data security and never rush the move.

December 11, 2023 | Blog

How To Combat Call Center Fraud on the Phone Channel

Fraud on the phone channel puts patient data at risk in medical contact centers. Learn how fraudsters operate and how to prevent it with training, monitoring and authentication.

December 8, 2023 | Blog

How Does a Hospice Answering Service Work?

A hospice answering service gives patients, caregivers and care teams round-the-clock support. Learn how it works and where it improves hospice care.

December 6, 2023 | Blog

Understanding PCI Call Center Compliance Requirements

PCI compliance protects cardholder data in healthcare call centers. Learn the key PCI DSS requirements, from encryption and stored data protection to access control and testing.

December 4, 2023 | Blog

How Do You Structure a Healthcare Call Center for Success?

Structure a healthcare call center for success with a cloud system, integrated technology, omnichannel communication and quality assurance. Follow the best practices.

November 17, 2023 | Blog

Importance of FAQ Section on a Healthcare Website

A healthcare website FAQ section answers common patient questions. See how it builds trust, supports patient education, improves communication and attracts new prospects.

November 15, 2023 | Blog

What Is Schedule Adherence in a Call Center?

Schedule adherence measures how closely call center agents follow their assigned schedules. Learn how it works and why it matters for health call center service.

November 13, 2023 | Blog

The Difference Between Cold Transfer and Warm Transfer in Health Call Centers

A cold transfer passes a caller along with no context, and a warm transfer briefs the recipient first. Learn the difference and when to use each in a health call center.

Guideway Care Acquires Waypoint Healthcare Solutions to Expand Enterprise Patient Activation Intelligence Solution

Guideway Care Acquires Waypoint Healthcare Solutions to Expand Enterprise Patient Activation Intelligence Solution

Evidence-Based Patient Activation Overview

Nurse Triage

Medical Contact Center

Patient Care Coordination

Appointment Scheduling

After-Hours Support

Insurance Verification

Care Management

How We Deliver Patient Activation

Activation Intelligence Orchestration

Motivational Patient Guidance Framework for Activation Success

Guideway Care Acquires Waypoint Healthcare Solutions to Expand Enterprise Patient Activation Intelligence Solution

Evidence-Based Patient Activation Overview

Patient Activation

Barrier Resolution

Intelligent Orchestration

AI-Enhanced Patient Activation

Guideway Care Acquires Waypoint Healthcare Solutions to Expand Enterprise Patient Activation Intelligence Solution

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