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A comprehensive literature review of a call center's impact on quality, access, and cost

Durofchalk, Michael (2019) A comprehensive literature review of a call center's impact on quality, access, and cost. Master's Thesis, University of Pittsburgh.

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Proper utilization of a call center system within a healthcare organization has many benefits to the overall health network. A patient’s healthcare journey typically begins with an interaction with a call center agent. This initial interaction has the potential to lay the foundation for a positive patient experience; however, there are numerous strategies that can be implemented within a health network’s call center that will greatly improve quality of services, increase patient access to services, and decrease costs associated with care for the patient and health network. Strategies used to address timeslot inefficiency, information accessibility, patient no-show/cancellation, and agent turnover challenges include offering same-day appointments, reducing appointment lead-times, increasing patient information accessibility, and improving agent retention rates. A culmination of best practices within each of these process improvement strategies can result in public health improvements in quality, access, and costs, as well as national recognition for setting excellent customer service standards.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master's Thesis)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Durofchalk, MichaelMID69@pitt.eduMID69
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairBroom, Kevinkevinbroom@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberKolman, Caroliinecmk158@pitt.eduUNSPECIFIEDUNSPECIFIED
Date: 25 April 2019
Date Type: Submission
Number of Pages: 35
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Policy & Management
Degree: MHA - Master of Health Administration
Thesis Type: Master's Thesis
Refereed: Yes
Date Deposited: 05 Oct 2019 00:39
Last Modified: 05 Oct 2019 00:39


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