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Health system contact centers as the first step of the patient experience: quality assurance and best practices at the UPMC contact center

Tan, Abigail (2018) Health system contact centers as the first step of the patient experience: quality assurance and best practices at the UPMC contact center. Master Essay, University of Pittsburgh.

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As healthcare continues to shift from volume-based care models to value-based care models, providing patients with positive patient experiences has become a top priority in many health systems around the country. A positive patient experience includes placing the patient at the center of care and treating them with the utmost respect in the clinical setting, as well as in the time before and after a patient is physically seen by a provider. Health system contact centers are an often overlooked component in the patient experience. The interaction a patient has with a contact center agent is just as important as the patient-provider interaction. Contact center agents bridge the gap between the patient and the provider. They are responsible for many important tasks, including scheduling appointments and resolving billing and insurance questions. A health system's contact center functions as an essential base and the first step in the patient experience.

Having a well-performing contact center in a health system is extremely important, as healthcare is full of options and other competitors. Thus, contact centers are necessary for patient retention and patient satisfaction of the overall health system. Contact center agents are supposed to be thoroughly trained and equipped with the tools necessary to provide patients with a seamless and straightforward experience. In reality, not all calls are easily resolved and not all patients are satisfied with the quality of their contact center experience. The Quality Assurance Department at the UPMC Consumer Contact Center evaluates randomized calls and scores them based on several metrics, including adherence to call script, hold and transfer etiquette, and appointment review. Best practices must be complied so that contact centers can successfully assure quality in customer service and so that patients can begin their hospital experience on a positive note. This analysis is of relevance to public health because of its impact on patients seeking healthcare services for better health outcomes and an overall positive healthcare experience.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Tan, Abigailaat47@pitt.eduaat46
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairCastle, Nicholascastlen@pitt.educastlenUNSPECIFIED
Centers: Other Centers, Institutes, Offices, or Units > Center for Assistive Technology
Date: 26 March 2018
Date Type: Completion
Number of Pages: 34
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Policy & Management
Degree: MHA - Master of Health Administration
Thesis Type: Master Essay
Refereed: Yes
Date Deposited: 08 Nov 2018 16:41
Last Modified: 08 Nov 2018 16:41


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