Envera Health Blog Beyond Butts In Seats

The true cost of staffing an internal call centerFirst and foremost, your call center needs agents- but not just any agents. Many healthcare leaders are prone to oversimplifying the role of agents when considering an internal call center build; minimizing them to basic numbers such as calls handled or butts in seats. This is a common mistake that can result in serious miscalculations in cost, poor service, and revenue loss. Patient access staff has a critical role in the patient journey capable of influencing each interaction with your organization that follows. Healthcare call centers require a special kind of person to field calls from often distressed patients while executing the complexities of scheduling systems, CRMs, and honoring practice guidelines.