Envera Health Blog Evolving Technology Needs and The Reality of Operational Budgets

The role of technology, be it for engagement or infrastructure, can be a costly afterthought in a healthcare call center. Many health systems know their operational costs for patient access and are fully capable of managing those needs with an internal call center. But technology for the call center industry rapidly changes and it can be hard to keep pace with the latest consumer communication trends and avoid unforeseen service delays or reductions in quality. In fact, we find that the ongoing nature of technology and infrastructure investments are one of the biggest strains on health systems trying to scale their existing call centers to meet their evolving needs and the demands of a newly consumer-minded patient community.