Call Recording Is Transforming the Way Healthcare Providers Do Business – Healthcare

In the healthcare industry, where patient privacy is key, call recording and reporting technologies help drive productivity, reduce overhead costs and optimize provider/patient communications.Healthcare professionals face unique challenges every day. Whether it’s adhering to strict Health Insurance Portability and Accountability Act (HIPAA) regulations, implementing training and coaching programs for staff, or managing patient scheduling, optimizing healthcare provider communications and enhancing customer service can seem a bit overwhelming.Call recording and reporting solutions have been used in call centers for years; however, there has been a surge in the implementation of this technology due to the unique needs and privacy requirements in the healthcare space. Specifically, call recording and reporting applications have been integrated into healthcare business models to help optimize quality assurance, patient relations, insurance reimbursements, office operations and scheduling management. These features, and subsequent benefits, can be found all within software programs that are capable of recording calls, providing users with playback controls and the ability to easily create and share graphical reports – including Excel┬« spreadsheets and Adobe┬« PDFs.The latest call recording and reporting technology also takes into account the necessity for compliance and health provider/patient privacy concerns, providing a system that is completely tamper-proof and secure. If the facility is in the process of implementing electronic records (EMR) or electronic health records (EHR), adding call recording and reporting to the existing business model can substantially streamline operations, optimize patient relations and provide exact documentation of patient interactions so that users can playback recordings to reference errors and omissions.Call Recording & Call Reporting – The Right Solution for Any PracticeQuality Assurance:With the recording of inbound and outbound calls, supervisors and administrators have confidence that information is being communicated correctly to patients and in alignment with HIPAA regulations. Call recording gives administrators and supervisors the ability to listen to calls so that they know exactly what is being said and what isn’t being said. The key here is to share these recordings with staff so that they know exactly how to handle similar situations in the future.Liability Protection:Malpractice and licensing complaints deal at least in part with information that is communicated over the phone between physician and/or staff and the patient. With call recording, it’s easy to locate, retrieve, play back and securely share phone-based conversations with administrators, clinical nurse supervisors, attorneys and additional staff in the event that litigation ensues.Proof-of-Call:Call recordings are an excellent and exact means of providing proof-of-calls to administrators, supervisors, staff and patients. For example, healthcare providers who charge no-show fees to patients have documented proof that their staff called the patient prior to the appointment to confirm the date and time. No longer are there ‘he said, she said’ situations since the call is recorded and can be easily played back for review. Having this monitoring device in place can have a substantial impact on revenues that would otherwise be lost without having a way to prove the call took place.Train & Coach Staff:Reviewing what is being said during provider/patient communications is a great tool for coaching and mentoring staff. Administrators and their employees can listen to playbacks together and discuss call standards and how certain situations should be handled. The review of telephone calls can also easily be made part of telephone-based employee performance reviews.Streamline the Receipt of Insurance Claims and Payments: With call recording in place, the facility has the specific date and time a call took place. For example, if an insurance company calls and provides information that the facility will be paid on a certain date/time; there is proof of this information. If payment is not received in a timely fashion, this documented recording helps clearly state the facility’s case in order to resolve the situation.Superior Usability: Call Recording solutions that have browser-based, Web interfaces are usually the easiest to adopt by healthcare facilities, providing a manageable learning curve for both supervisors and staff. When researching different solutions, one should look for a system that is easy to work with, understand, and customize for his/her specific needs. For example, features such as creating ‘Hot Lists’ of important calls, such as ‘Good Calls’ and ‘Bad Calls’ can be critical in teaching and training new employees about exactly what should be said and what should not be said during provider/patient interactions.Improve Patient Relations:Most healthcare facilities have hundreds of incoming calls per day — a large amount of data and communications to manage. If an employee overlooks getting critical information — like the patient’s name, phone number or exact healthcare status – the facility’s administrator can review calls made from that specific extension and retrieve the call recording. Patient cancellations, whether made by the staff or the patient, can also be recorded and easily played back in order to settle any questions or disputes about an appointment time or date.The Bottom Line:
With call recording and reporting technology in place, administrators and staff have peace-of-mind that all of calls are being recorded and documented for critical proof-of-call purposes, streamlined business operations and improved provider/patient relations.