Health Care Call Center Consulting - McIntosh & Associates

We help healthcare firms leverage digital skills to deliver personalized service and favorable outcomes.

Structural changes within the healthcare industry are driving significant growth and expanded regulatory oversight. As the industry shifts from a culture of reaction to one of prevention, interaction complexity increases. Call centers bridge the gap between reaction and prevention by leveraging digital tools, analytics, and effective case management to drive operational efficiency and effectiveness. Regardless of the industry niche, healthcare contact centers play an important role in healthcare’s ongoing evolution, contributing to the industry’s financial well-being while also supporting favorable patient outcomes.

Our experience within this sector:

Providers & Payers

Device Manufacturers

Pharmaceutical

Recent experience within this sector:

For a health benefits management firm supporting Fortune 500 clients, McIntosh conducted a range of contact center projects including an evaluation of operational efficiency and effectiveness focused on major client groups (200+ agents per group), workforce optimization recommendations including forecasting/scheduling and intra-day management, documentation of customer requirements and preferences based upon an extensive Kano study, deployment of a centralized escalation desk, and technology guidance. All projects were completed on time and on budget delivering the anticipated ROI.
For a major healthcare firm delivering lifestyle coaching and disease management, McIntosh conducted an operational assessment delivering recommendations to enhance the delivery of phone based member services while also improving financial performance. Based on a series of initiatives recommended and deployed, productivity within the call center unit improved by 90% and the ability to reach and effectively serve the member community almost doubled. Key initiatives included performance management training and mentoring, workload forecasting to support centralized planning and intra-day management, IVR/call prompting redesign, redesign of reporting systems supporting new scorecard metrics, and an upgrade to existing telephony platforms. Additionally new hire training and quality monitoring processes for enrollment services were redesigned and all affected personnel trained by McIntosh. All initiatives exceeded ROI expectations with costs reduced by over $12M annually.

McIntosh worked with an internet client to implement a web portal that bundled healthcare providers and allowed consumers to compare potential plans and services. McIntosh led the call flow design process which became the basis for the online, patient tool. McIntosh’s consulting extended beyond design and included the development and delivery of contact center agent level training.
For a major hospital chain, McIntosh conducted an operational assessment of phone based referral and advice support developing recommendations to streamline call flows, improve the accuracy of information provided, and optimize operations.
For a medical device firm, McIntosh developed the requirements and successfully managed the RFP process for multiple contact center technologies supporting patient interactions.
For a major payer, McIntosh provided operational guidance and outsourcing decision support for managing the firm’s high volume, federal open enrollment period.
For a major pharmaceutical firm, McIntosh designed scripting to support a new product launch. The automated system was to support patient requests for product information. McIntosh successfully leveraged the firm’s CEO as the credible voice since he shared the same disease process and would also benefit from the new product.

Industry Insight:

The Automation Challenge

When moving from fee for service to outcome based payment systems, healthcare providers will have increasing pressure to automate and streamline customer interactions to reduce costs.

However, automation without focus could be detrimental and drive poor outcomes. It is critical that healthcare providers identify and automate simple, low value interactions, while ensuring that those interactions influencing outcomes are nurtured and mined for intelligence.

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