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Regular day as a call center agent in Everlast wellness medical center (daily tasks)

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ByEverlast Wellness

let’s start getting on the right track by organizing our daily tasks, for a member of our team we have multiple duties

  1. Receiving inbound calls.
  2. Making outbound calls.
  3. Social Media (WhatsApp, Insta and Facebook)
  4. The Confirmed-D duty.
  5. Handling purchases.

Receiving inbound calls

For this part of our duty we are responsible for receiving calls and in this case, we have a list of possible scenarios:

  1. Appointment Scheduling
  2. General inquiries (services, doctors, insurance, or prices)
  3. Medical inquiries about the treatments (actual treatment, pre-post instructions, medical records, lab results or medication)
  4. Feedback or complaints.

Appointment scheduling:

As easy as this task may seem, it is not as it is crucial for our schedule, for our daily operation at the center, our medical staff, and also our Data collecting, here are some of the most important highlights of this process:

  1. Establishment of a good understanding of both our services and our service providers to make proper bookings in regards to appointment types and timings and proper provider.
  2. Establish good communication with patients to fully understand their needs and desires and obtain the necessary information to complete the booking process.
  3. Time management, efficient time management is of great importance to maximize the utilization of healthcare providers’ schedules. This involves minimizing gaps between appointments, optimizing provider availability, and ensuring a smooth flow of patient appointments throughout the day.
  4. waitlist Managing: When all available appointment slots are filled, a medical center may maintain a waitlist for patients who are seeking earlier appointments. The call center team can manage this waitlist, contacting patients as soon as a slot becomes available or providing alternative options if necessary.
  5. Rescheduling and Cancellations: Patients may need to reschedule or cancel appointments for various reasons. The call center team should have protocols in place to handle such requests efficiently. This can involve rescheduling the appointment to a more convenient time, accommodating urgent rescheduling needs, or ensuring proper documentation of cancellations.
  6. Proper noting: for many cases, we need to have notes to help our teams get a better understanding of the case and that includes short clear dated notes.
  7. Avoid wrongful bookings: double booking or inaccurate booking is a big issue and reflects badly on our data and causes patient discomfort.

General inquiries:

Most common inquiries are about services that we provide, prices of such services, and our service providers (Doctors and Nurses), which require us to be fully aware of all the details to be able to deliver information as accurately and fast as possible.

Medical inquiries:

for some of the medical inquiries we have access to documents prepared and supervised by our medical team to help us answer most common inquiries such as pre-post instructions and indicators of each treatment we also have protocols for obtaining medical records and lab tests, if any specific medical question not listed in any of our documents it is important to refer back to our medical advisors for the answer.

Feedback or complaints:

this part of our duty is very important as patient satisfaction is crucial to our process, and for that, we have a clear protocol that consists of a few steps in which we insist on accuracy as well as impartialism.

Making outbound calls

For this part we are going to set a clear rhythm for our second mission, outbound calls to the patient which are meant to confirm or reschedule the appointment for the next day so we get our schedule up to date:

  1. The first outbound call to the patient is done on the day prior to their booked appointment in the morning somewhere between (10 to11) a.m, as a result of the call we have three scenarios:

a) patient does not answer, we label the appointment as no answer.

b) patient answers and confirms, we label his/her appointment with confirmed-HR.

c) patient answers but wants to change the date of the appointment, we reschedule based on his/her desire and our availability.

2. Second outbound is to be made in the afternoon of the day prior to the patient’s booked appointment around (6 to 7) pm, only to patients who have appointments marked as no answer, and scenarios are:

a) patient does not answer, we state (No answer 2) in the appointment note

b) patient answers and confirms, we label his/her file with confirmed-HR.

c) patient answers but wants to change the date of the appointment, we reschedule based on his/her desire and our availability.

3. We have a third type of outbound we make to patients to inquire about unclear bookings or sometimes package information.

Social Media duty (WhatsApp)

For this part of our daily tasks, we encounter the same scenarios in incoming chats as inbound calls such as appointment scheduling, rescheduling, and common inquiries, we also need to follow the same protocol and policies with more stress on time efficiency, for chats initiated from our side we have three templates:

  1. Initial message: this template is sent to patients who haven’t answered our first confirmation call, we send it after making our first confirmation call by a time difference of an hour.
  2. Final message: this message is sent for patients who haven’t answered our second confirmation call we also send it an hour after the second call

In both cases patient may reply with confirmation or request to reschedule then we handle the case accordingly.

  1. Confirmation message: this template is sent to a patient who has already confirmed their appointments, it has details such as time, date, location, and pre-treatment instructions.

 

Social Media duty (Insta & Facebook)

As a part of a fast-moving world, it is important to keep up and ahead of the current, and using such platforms can help keep us connected with our clients. For this duty here are the requirements:

  1. Answer inquiries: just like other inbounds we are responsible for answering inquiries that arrive either by comments or messages.
  2. Reply to feedback: in both cases (positive or negative) patient must know that we hear and see them and their feedback matter.
  3. Encourage clients to give feedback and comments and follow up with them.

The confirmed-D duty

This process is preformed usually in early morning or late shift, when the work load is not as heavy, two days prior to appointments, the goal of this process is making sure all bookings are correct and noted properly with all needed information so confirmation process next day can be done smoothly with no obstruction.

The protocol for this process is to go through every appointment booked, two days prior to booked date, we check for the following:

  1. Booking accuracy: appointment must be booked under the right provider with the right portion of time that matches appointment type.
  2. Booking efficiency: appointments must be booked in a time efficient way in which we can make the best of our providers’ schedule.
  3. Booking sequence: when the appointment is a part of a package, we need to make sure to note the right sequence of sessions on the appointment.
  4. Booking eligibility: bookings for some treatments must be with proper time gaps between sessions or even between two different treatments.

 If the appointment passes through past investigation we shift the state of the appointment to confirmed-D, if not we track the issue and manage it accordingly.

Handling purchases

It is important to do this duty as fast as we get the purchase, it is our way of showing patient how much we care but also to make sure they get the results and treatments they’re owed.

1-The second a package is purchased online we receive an email with the details including treatments and personal information as name and phone number.

2-First step is to get the patient chart info and immediately calling them to book their appointments, in this case we have multiple scenarios with each we associated a template, (templates will be available for you reach) 

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