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The Importance of Resolution-Centered Customer Care in the Healthcare Industry

First few Article Sentences

The healthcare industry has seen a drastic shift in its operations and communications over the last seven months. Since the beginning of the COVID-19 pandemic, many routine healthcare office visits quickly shifted to telehealth and need-based care. The need for virtual resources and customer service representatives to handle large call volumes drastically increased. Companies that were able to quickly adjust and adapt early on have seen greater success in the efficient management of patients and their customer service needs. The difference between a positive patient experience and a negative one can be easily swayed by an experience with a customer service representative and their ability to problem solve.

Because of the COVID-19 pandemic, the federal government has made it easier for healthcare providers to service and invoice for telemedicine services. Under the circumstances, patients have been more open to treatment options that allow a medical visit from the comfort of their own home. With an influx of patients interacting with customer service representatives, it is critical that patients feel their experience was easy and helpful. Customer service teams are granted first-hand insight into unique patient circumstances, characteristics, and history—the ultimate opportunity to give patients exactly what they need and to enhance relationships.

Watkins, Becky



Patient Experience

March 8, 2021

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