As a healthcare provider, you know the importance of having a well-functioning call center. It’s a key part of delivering high-quality care and ensuring patient satisfaction. From appointment scheduling to insurance inquiries, call center representatives are the first point of contact for many patients. Unfortunately, call centers often suffer from high employee attrition rates, which can be costly and impact the quality of patient care.
The High Cost of Turnover
According to a study by the Harvard Business Review, the average annual turnover rate for call center employees in the United States is 30-45%. In addition to the direct costs of recruiting and training new employees, there are indirect costs associated with lost productivity, decreased morale, and decreased customer satisfaction. In the healthcare industry, these costs can be especially high.
The healthcare call center environment is known to be extremely high-stress – often leading to employee burnout and turnover. They also require employees with specialized knowledge of medical terminology and procedures, as well as exceptional customer service skills. As a result, healthcare call center agents often require more extensive training than agents in other industries. According to a study by Healthcare Finance News, the average cost of training a new medical information call center agent is over $16,000.
Reimaging The Call Center with T2 Flex
At T2 Flex, we recognize the importance of investing in our employees to reduce attrition rates and provide a consistently high-quality service to our clients. Our agents feel empowered to make a positive impact on patient outcomes, resulting in lower stress levels, better work-life balance, and higher job satisfaction and retention. With our support, technology, resources, and investment in professional development, our agents have a sense of fulfillment in their work that translates into a better experience for both patients and healthcare providers.
We understand the power of patient access, and we’re committed to providing the resources and support needed to position your organization for success.