Healthcare Call Center Essentials
Healthcare Call Center Essentials

Author: Peter Lyle DeHaan

Publisher: Peter DeHaan

Published: 2022-06-06

Total Pages: 164

ISBN-13: 1948082942

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The essential guide to healthcare call centers. Today’s healthcare call centers are overwhelmed with patient calls and the daily stresses of our busy medical system. But running a healthcare call center comes with its own set of challenges. Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help you create a thriving contact center that meets the urgent needs of both patients and the medical community. By addressing common pain points, Healthcare Call Center Essentials will teach you how to: - Train and retain agents for long-term success - Measure your metrics to understand your call center’s strengths and weaknesses - Create more efficient and effective call center operations - Understand the dynamics of traffic, time management, and employee issues - Optimize your systems to better meet the needs of your medical community Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success provides practical and actionable tips to call center directors, managers, and leaders. You’ll discover how to better manage your team and maintain achievable strategies to meet your goals and powerfully support patients and healthcare centers. By implementing the strategies in Healthcare Call Center Essentials, you can improve your daily systems and optimize your contact center operation. Get your copy today.

The Executive Guide to Call Center Metrics
The Executive Guide to Call Center Metrics

Author: James C. Abbott

Publisher: Robert Houston Smith Publishers

Published: 2004

Total Pages: 200

ISBN-13: 1887355081

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As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Essentials of Health Care Finance
Essentials of Health Care Finance

Author: William Cleverley

Publisher: Jones & Bartlett Learning

Published: 2011

Total Pages: 590

ISBN-13: 0763789291

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Essentials of Health Care Finance stands firmly in its place as the leading textbook on healthcare finance. No other text so completely blends the best of current finance theory with the tools needed in day-to-day practice. Useful for all course levels as well as a professional reference, this text offers a comprehensive introduction to the field. The Seventh Edition has been thoroughly revised to reflect the current economic environment in the healthcare industry, with thoughtful descriptions and ‘real-world’ examples. As the not-for-profit health care sector has increasingly come under attack by legislators seeking new sources of tax revenue, this edition also features a new chapter on assessing community benefits including an examination of the new Schedule H of the IRS 990 form. Ancillary instructor materials for the Seventh Edition have been significantly expanded and updated. PowerPoint lecture slides now include selected examples from the chapters. Electronic versions of many of the charts and tables in the chapters are provided to enable the instructor to re-create and modify existing examples. An expanded set of test questions with detailed answers will be provided for each chapter. New excel spreadsheets for selected chapters will be created to help both the students and the instructors perform a variety of financial analysis tasks with spreadsheet templates. The instructor’s manual has been revised to include key learning points, chapter overviews, and guidelines for class discussion.

Call Centers For Dummies
Call Centers For Dummies

Author: Real Bergevin

Publisher: John Wiley & Sons

Published: 2010-04-16

Total Pages: 391

ISBN-13: 0470677430

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Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Essentials of the U.S. Health Care System
Essentials of the U.S. Health Care System

Author: Leiyu Shi

Publisher: Jones & Bartlett Learning

Published: 2018-09-07

Total Pages: 390

ISBN-13: 1284175170

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Essentials of the U.S. Health Care System, Fifth Edition is a clear and concise distillation of the major topics covered in the best-selling Delivering Health Care in America by the same authors. Designed for undergraduate and graduate students in programs across the health disciplines, Essentials of the U.S. Health Care System is a reader-friendly, well organized resource that covers the major characteristics, foundations, and future of the U.S. health care system. The text clarifies the complexities of health care organization and finance and presents a solid overview of how the various components fit together.

Basics of the U.S. Health Care System
Basics of the U.S. Health Care System

Author: Niles

Publisher: Jones & Bartlett Learning

Published: 2016-12-14

Total Pages: 449

ISBN-13: 1284102882

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Basics of the U.S. Health Care System, Third Edition provides students with a broad, fundamental introduction to the workings of the healthcare industry. Engaging and activities-oriented, the text offers an especially accessible overview of the major concepts of healthcare operations, the role of government, public and private financing, as well as ethical and legal issues. Each chapter features review exercises and Web resources that make studying this complex industry both enjoyable and easy. Students of various disciplines—including healthcare administration, business, nursing, public health, and others—will discover a practical guide that prepares them for professional opportunities in this rapidly growing sector.

Essentials of Health Policy and Law
Essentials of Health Policy and Law

Author: Joel Bern Teitelbaum

Publisher: Jones & Bartlett Publishers

Published: 2013

Total Pages: 309

ISBN-13: 1449604730

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Given the prominent role played by policy and law in the health of all Americans, the aim of this book is to help readers understand the broad context of health policy and law. The essential policy and legal issues impacting and flowing out of the health care and public health systems, and the way health policies and laws are formulated. Think of this textbook as an extended manual.introductory, concise, and straightforward.to the seminal issues in U.S. health policy and law, and thus as a jumping off point for discussion, reflection, research, and analysis.

Beyond Heroes
Beyond Heroes

Author: Kim Barnas

Publisher: ThedaCare Center for Healthcare Value

Published: 2014-04-29

Total Pages: 249

ISBN-13: 098488484X

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Hospitals have long relied on the heroics of one brilliant nurse or doctor to save the day. Such heroics often result in temporary workarounds and quick fixes that leave not only patients and quality care at risk, but also increase costs. This is the story of an organization breaking that habit. Like a growing number of healthcare organizations around the world, ThedaCare, Inc. has been using lean thinking and the principles of the Toyota Production System to improve quality of care, reduce waste, and become more reliable. But lean thinking was incompatible with ThedaCare’s old top-down, hero-based system of management. Kim Barnas, former SVP of ThedaCare, shows us how she and her team created a management system that is stable and lean, to spur continuous improvement. Beyond Heroes shows the reader, step by step, how ThedaCare teams developed the system, using the stories of its doctors, nurses and administrators to illustrate. The book explores each of the eight essential components of the lean system, from front-line problem solving with the scientific method to daily team huddles and creating standard work for leaders all the way to the top of an organization. Finally, the author introduces four executives from healthcare systems across North America who have implemented ThedaCare’s system and share the lessons they learned along the way. Beyond Heroes is not just a call to action or an argument for a better healthcare system. It is a necessary roadmap through the rocky terrain ahead, one that healthcare leaders can customize to their special needs.