Call 4 Health
Healthcare Call Center Services

Call center services play a strategic role in the modern-day healthcare landscape. When executed right, it can help healthcare providers better manage patient engagement, reduce noshow rates, effectively triage appointments, and broaden the scope of telehealth across rural areas. Unfortunately, healthcare establishments are often underequipped in terms of the knowledgeable workforce, technical capability, and resources to manage streamlined call center services. Interestingly, in most healthcare settings, the person answering phones or emails usually feels like they're being punished in some way. On the other hand, hiring the staff, training them, and spurring up a full-fledged call center in-house can turn out to be an expensive and timeconsuming affair. These challenges ultimately lead to frustrating experiences for patients at multiple touchpoints. From unanswered calls during doctor appointments, to long delays in getting answers, these experiences ultimately result in a negative brand image as well as patient churn.

Call 4 Health turns this scenario in favor of healthcare providers.

As an outsourced call center services provider catering exclusively to healthcare entities, Call 4 Health's business model capitalizes heavily on the notion of compassion. The company understands that they are essentially the representation of their clients, and they must treat every call, be it around medical answering, patient access, telemedicine, physical referral, outbound programs, or even help desk, with caregiver-level respect and attentiveness. "All of our services revolve around the "patient-first" notion, and we want to make sure that we're accomplishing the goals of being compassionate and understanding," says Joseph Pores, CEO at Call 4 Health. This approach has ferried Call 4 Health a long way from its humble beginnings as a two-men company 24 years ago, to an organization that houses over 700 employees in four locations and serving clients across all states in the country. "Everybody who's handling a role in our company understands what it means to help a person who is concerned about his wellbeing. And our job is not to make their day any worse," Pores adds.

Call 4 Health goes the extra mile to have a thorough understanding of a client's processes, and couples it with the company's call center best practices to ultimately render an efficient patient-facing solution.

We ensure that we're on the ground within the clients' environment, learning how they do things to make processes more efficient

"We ensure that we're on the ground within the clients' environment, learning how they do things to make processes more efficient," says Pores. Call 4 Health's employees undergo rigorous training to ensure that every call received or missed is accounted for, and every patient is provided with proper assistance during an engagement. The support teams are always on duty to answer questions and help patients decide the best and safest course of action during medical engagements.

The success story of one of their clients best exemplifies Call 4 Health's value proposition. The company helped a client expand the business capacity by centralizing appointments across their medical and dental clinics. Previously, the client had 24 percent of patient no-show rates, which came down to single-digit post collaboration with Call 4 Health. The client was able to answer more than 80 percent of the calls efficiently within 30 seconds or less. "We handled their appointment bookings so efficiently that they had to hire more physicians and then add additional locations. This is something that would have taken them much longer to achieve on their own," adds Pores. Within six months after catering to the client's medical clinics, Call 4 Health began addressing their "dental calls," which enabled the client to establish six more dental clinics within two years, growing to 40 dentists from just six.

Having carved a unique niche in the space, there is no stopping Call 4 Health when it comes to expanding their operations. The company recently inaugurated its fourth office in Columbia, South Carolina and would soon add a branch on the west coast. In parallel, Call 4 Health also plans to diversify into telehealth initiatives while strategically helping clients make better use of the associated data.