The Essential Guide for Choosing the Right Healthcare Contact Center Consulting Firm
This guide shows you how to select the most suitable healthcare contact center consulting firm for your needs.
Take these factors into account to gain the necessary knowledge and tools to make an informed decision. Ultimately, that’s how you ensure the success and efficiency of your healthcare communication strategies.
Let’s dive right in.
What Is Healthcare Contact Center Consulting?
Healthcare contact center consulting focuses on transforming the efficiency and effectiveness of patient communication channels. Consultants analyze workflows, technology, and staffing models to design strategies that enhance operational outcomes while improving patient satisfaction.
Key issues include long wait times and low resolution rates. U.S. healthcare call centers report an average hold time of 4.4 minutes, far exceeding the recommended 50-second benchmark by the Healthcare Financial Management Association.
First call resolution (FCR) rates hover around 52%, meaning nearly half of the patient issues require follow-ups. These inefficiencies lead to frustration, reduced trust, and increased costs.
It’s also important to measure first contact resolution.
Here’s a quick visual of how most respondents do it. No repeat contact is by far the most popular method, though surveys and direct contact are much more effective. Even worse is that 37% of respondents don’t actually measure this. That’s why you should always aim to optimize patient communication.
Consultants recommend omnichannel solutions, integrating phone, chat, SMS, and email into a unified platform. This approach boosts accessibility and accommodates patient preferences. Advanced analytics tools monitor performance metrics like Net Promoter Score (NPS) and Customer Effort Score (CES), enabling data-driven decision-making. Workforce optimization models use predictive analytics to align staffing with call volumes, reducing burnout and improving productivity.
Additionally, the financial impact is substantial. A 10% improvement in FCR can reduce operational costs by 3-5% and increase patient retention. Healthcare organizations that invest in consulting see measurable gains in efficiency, patient loyalty, and revenue.
Benefits of Working with a Healthcare Contact Center Consulting Firm
Working with a healthcare contact center consulting firm can bring numerous benefits to healthcare organizations. Let’s see just five key advantages:
Expertise in healthcare communication: These consulting firms specialize in healthcare communication. They ensure contact center staff are skilled in general customer service as well as healthcare-specific issues, terminology, and compliance requirements.
Enhanced patient experience: Healthcare organizations implement best practices and leverage the firm’s expertise. That’s how they can significantly improve the patient experience. This includes reduced wait times, more effective communication, and overall improved satisfaction. For instance, 67% of patients have hung up the phone out of frustration because they couldn't talk to a real person.
64% of patients say improving customer service and communication in healthcare significantly impacts their loyalty to a provider.” - Accenture
Compliance and risk management: Healthcare contact centers must navigate a complex web of regulations, such as HIPAA, in the United States. Consulting firms can ensure that contact centers are fully compliant, reducing the risk of legal issues or penalties.
Cost efficiency: Consultants can help optimize operations to reduce costs while maintaining or improving service quality. This might include implementing new technologies, streamlining processes, or training staff more effectively.
Access to the latest technologies and trends: Consulting firms stay updated with the latest developments in contact center technology and patient communication trends. Partner with them to leverage these advancements without the trial-and-error of implementing untested solutions.
Insider tip: There is immense value in these consulting firms’ customized solutions.
Every healthcare organization has its unique challenges and patient demographics. A one-size-fits-all approach often falls short.
When partnering with a healthcare contact center consulting firm, we recommend that you tailor solutions specifically to your organization’s needs.
This personalized approach ensures that the strategies implemented align with your specific goals, operational dynamics, and patient expectations. It leads to more efficient operations, higher patient satisfaction, and, ultimately, better healthcare outcomes.
Key Factors to Consider When Choosing a Healthcare Contact Center Consulting Firm
When selecting a healthcare contact center consulting firm, you must consider several critical factors. This research ensures your choice aligns with your organization’s unique needs and goals.
This section dives into those key factors.
1) Experience in the Healthcare Industry
When considering a healthcare contact center consulting firm, the first key factor to focus on is their experience in the healthcare industry. To properly analyze a prospective consulting firm, begin by researching their background. Look into their history and track record, paying attention to how long they have been operating in the healthcare sector. This information is often available on the firm’s website or online business profiles.
“92% of healthcare executives consider prior experience in the healthcare industry to be the most critical factor when selecting a consulting firm” - Black Book Market Research
Next, evaluate their past projects by examining their portfolio or case studies. Focus on projects similar to your needs to gain insight into their expertise and success in addressing healthcare-specific challenges.
It’s also essential to ask for references from other healthcare organizations they have worked with. Reaching out to these references can provide valuable perspectives on their experiences and the firm’s effectiveness in delivering results. During initial consultations, assess the firm’s industry knowledge by gauging their understanding of healthcare terminology, trends, and challenges. A consulting firm with deep industry expertise will speak confidently and accurately about these topics.
Additionally, check if the consultants have received specialized training relevant to healthcare, such as HIPAA compliance, patient privacy laws, and healthcare IT systems. Finally, look for certifications that demonstrate the firm’s commitment to the healthcare industry. Relevant certifications or accreditations in healthcare management or consulting can serve as reliable indicators of their dedication and competence.
Remember to look beyond surface-level claims of expertise.
We always suggest conducting an in-depth analysis of the firm’s previous work in healthcare.
For instance, we found that firms with experience in handling patient data and streamlining patient communication channels can bring more value.
2) Understanding of Regulatory Compliance
A healthcare consulting firm that understands the nuances of regulatory compliance can provide in-depth, personalized advice to your organization.
To ensure their expertise, begin by identifying the regulations relevant to your healthcare operations, such as HIPAA, HITECH, or other region-specific standards. Familiarizing yourself with these regulations will enable you to assess the firm’s knowledge more effectively. When interviewing potential consulting firms, ask specific questions about these regulations and how they have assisted other healthcare organizations in achieving compliance.
“Health systems, hospitals, and post-acute care providers collectively spend nearly $39 billion annually on administrative activities related to regulatory compliance..” - American Hospital Association
Request concrete examples of compliance strategies they have implemented in past projects. These might include data protection measures, patient privacy protocols, or staff training programs tailored to regulatory requirements. Additionally, confirm that the consulting firm employs experts specializing in healthcare regulations and compliance. Their team should demonstrate a comprehensive understanding of the legal and regulatory landscape within the healthcare sector.
It’s also crucial to review the firm’s compliance record. Research whether they have ever faced penalties or citations for non-compliance issues, as a clean track record reflects their commitment to maintaining regulatory standards. Finally, seek opinions from peers in the healthcare industry. Their experiences and insights regarding the firm’s compliance expertise can provide valuable guidance in making your decision.
Insider Tip: The best consulting firms are proactive about future compliance standards changes.
For example, a firm that actively participates in healthcare regulatory discussions or forums can create more informed and forward-thinking compliance strategies for your organization. Moreover, this proactive approach to compliance can save significant time and resources in the long run.
3) Technical Expertise
A healthcare contact center consulting firm should possess solid tech expertise to guide you through the niche and deliver optimal solutions. To assess this, begin by understanding your own technological needs. Identify the specific requirements of your contact center, which might include cloud-based systems, electronic health records (EHR) integration, telemedicine capabilities, or AI-driven tools. Having a clear understanding of these needs will help you evaluate the firm’s offerings more effectively.
When engaging with potential consulting firms, inquire about the technological solutions they provide and ensure these align with your identified needs. Assess the depth of their technical knowledge by asking detailed questions about the technologies they use, their benefits, and how these tools integrate with existing healthcare systems. Additionally, request case studies that highlight their proficiency in implementing technology solutions in healthcare environments. Whenever possible, ask for a demo to see these solutions in action and better understand their functionality.
It’s also helpful to check if the firm has partnerships with technology providers or holds certifications relevant to healthcare technology. Such affiliations often signal a higher level of expertise and access to advanced tools. Finally, evaluate their commitment to ongoing support. Since technology evolves rapidly, it is crucial to choose a consulting firm that provides continuous support and training for the solutions they implement, ensuring your organization remains equipped to handle future advancements.
It's important to prioritize firms committed to continuous learning and innovation in healthcare technology. This approach ensures that our contact center is prepared for future advancements. For instance, we found great value in firms that offered insights into developing areas like AI chatbots and predictive analytics.
4) Client Testimonials and Case Studies
Client testimonials and case studies prove that a consulting firm is worth its salt in the real world. Here’s how you can effectively analyze them:
Request client testimonials: Ask the consulting firm for testimonials from previous or current clients. Testimonials often provide insights into the firm’s reliability, quality of service, and the client’s overall satisfaction.
Examine case studies: Request detailed case studies highlighting the firm’s work. Focus on those that are specific to healthcare contact centers. Analyze these studies for evidence of successful problem-solving, innovation, and the impact on the client’s operations.
For example, look for case studies like this one from Propeller. Propeller collaborated with a national healthcare provider undergoing a digital transformation. They designed a new operating model for the contact center to improve coordination with enterprise teams and facilitate the deployment of new products. The initiative included a new team structure, role descriptions, process maps, and an implementation roadmap, leading to improved operational effectiveness.
Contact past clients directly: If possible, contact some of the firm’s past clients directly. This first-hand feedback is invaluable. Ask about their experience working with the firm, the challenges they faced, and how the firm helped them overcome these challenges.
Evaluate relevance: Ensure that the testimonials and case studies are relevant to your specific needs. A firm might be well-regarded in one area but not as strong in another.
Look for quantifiable results: Pay attention to case studies that provide quantifiable results, such as improved patient satisfaction scores, reduced wait times, or cost savings. This data can give you a clearer picture of what the firm might achieve for your organization.
Assess the authenticity: Be mindful of the authenticity of the testimonials and case studies. They should feel genuine and provide enough detail to be credible.
Always look for patterns in client feedback.
Consistent praise in certain areas (like customer support or innovation) indicates a firm’s strengths. Similarly, recurring issues in feedback could flag potential concerns.
We also value case studies that demonstrate a journey of improvement, not just the end results. This shows the firm’s ability to adapt and evolve in response to challenges, which is essential in the dynamic healthcare sector.
5) Customization Capabilities
The customization capabilities of a consulting firm reflect its ability to adapt to your specific needs. Personalized solutions are essential for ensuring the success of your healthcare contact center. To effectively evaluate this capability, start by clearly defining your organization’s unique needs and challenges. These could include specific patient demographics, workflow processes, technology integration, or regulatory considerations. A clear understanding of these factors will help you assess how well a consulting firm can meet your requirements.
When engaging with potential consulting firms, inquire directly about their customization options. Ask them to provide examples of how they have tailored their services for other clients in the past. This will offer valuable insights into their flexibility and creativity. Additionally, assess their adaptability by observing how well they understand your needs and propose solutions that are relevant and tailored specifically to your situation.
“Customizable healthcare IT solutions are vital for organizations aiming to meet their unique operational needs and improve patient outcomes.” - Deloitte
If possible, request a pilot program or a proof of concept to see a practical demonstration of their customized approach. This can give you confidence in their ability to deliver results for your specific scenario. It’s also crucial to ensure that their solutions are scalable, allowing them to grow and evolve alongside your healthcare contact center.
Lastly, evaluate the depth of customization they offer. True customization should go beyond superficial adjustments and address the core operational, technological, and strategic aspects of your contact center.
Remember, the most effective consulting firms view customization as a collaborative process.
We recommend partnering with a firm that actively seeks your input and feedback throughout the project. This collaborative approach ensures that the solutions are tailored to your current needs and flexible enough to accommodate future changes.
6) Support and Training Services
A healthcare contact center consulting firm offering support and training services helps your team perform well in the long term. To effectively assess their offerings, follow these steps:
Evaluate their support structure: Investigate the consulting firm’s customer support structure. Ask about their availability, response times, and the types of support they offer (e.g., phone, email, on-site).
Inquire about training programs: Training is crucial for your staff to effectively use new systems or processes. Ask the firm about their training methods, materials, and the duration of the training programs.
“94% of employees would stay at a company longer if it invested in their learning and development.” - LinkedIn Workplace Learning Report
Assess ongoing support capabilities: Determine if the firm provides ongoing support post-implementation. Continuous support is essential for addressing future challenges and ensuring long-term success.
Check for customized training options: Ensure that the training provided can be customized to meet your team’s specific needs. It should cater to different levels of technical proficiency and roles within your organization.
Ask for a support and training plan: Request a detailed plan outlining how support and training will be implemented. This plan should include timelines, resources required, and metrics for success.
Seek feedback from previous clients: Reach out to the firm’s previous clients to get feedback on the effectiveness of their support and training services.
Insider Tip: Choose a consulting firm that views support and training as an integral part of their service, not just an add-on. We’ve found these firms tend to yield better long-term results for their clients.
7) Cost and ROI
The cost and ROI of your relationship with a consulting firm are decisive factors in establishing a successful partnership. To analyze these factors effectively, start by gaining a clear understanding of all the costs involved in the consulting services. This includes initial fees and ongoing expenses such as support, maintenance, or additional training. Request detailed proposals from potential consulting firms that provide a thorough breakdown of costs and services. These proposals will enable you to compare and contrast different firms with precision.
“Healthcare consultants typically charge between $120 and $320 per hour.” - Consulting Mavericks
Next, evaluate whether the quoted costs are reasonable for the services offered. It’s essential to remember that cheaper options aren’t always better, especially if they involve compromises on quality or fail to address your specific needs. Discuss with the consulting firm how their services can improve your ROI. This might include benefits such as increased efficiency, reduced errors, enhanced patient satisfaction, or other measurable outcomes.
Ensure that the firm is willing to tailor their services to fit your budget without sacrificing essential elements required for your contact center’s success. Don’t hesitate to negotiate terms, which could involve phased payments, bundled services, or discounts for long-term commitments.
Be sure to Interpret costs in the context of value. Investing in a slightly more expensive firm that offers comprehensive, customized solutions can lead to significant savings and benefits in the long run.
For instance, a higher-priced consultant may provide extensive training and support, resulting in less downtime and more efficient operations. Look beyond the immediate costs and carefully consider the long-term impact and value of the consulting services. Conducting a thorough cost-benefit analysis is crucial to making an informed decision that aligns with your organization’s goals.
Steps to Take Before Choosing Your Healthcare Contact Center Consulting Firm
1) Conduct a Risk Assessment
First, identify potential risks, including data security and operational disruptions. Evaluate the impact of these risks on your operations, reputation, and regulatory compliance. Assess the likelihood of each risk, considering factors like organizational readiness and the firm’s history.
Remember: Only choose a firm with minimal risks for your healthcare center
2) Review Legal and Contractual Agreements
Start by gathering all relevant documents, including service agreements and NDAs. Read each document carefully, focusing on service scope, payment terms, and confidentiality.
Note any unclear or concerning clauses, and seek legal advice for complex terms or uncertainties.
Remember: Negotiate changes if necessary, ensuring compliance with healthcare regulations like HIPAA and confirming service level agreements (SLAs).
Document all revisions and communications, and obtain final approval from key decision-makers in your organization.
That brings us to the last point.
3) Consult with Internal Stakeholders
First, identify key stakeholders like senior management, department heads, IT personnel, and frontline staff representatives.
Schedule a meeting or series of meetings for comprehensive input, preparing information packets about the potential firms beforehand. During the meeting, present each firm’s benefits and drawbacks, seeking stakeholder feedback and addressing any concerns.
Depending on your organization’s process, reach a consensus or conduct a vote to decide on the firm. Document the decision-making rationale and communicate the final decision to all relevant parties.
Remember: Maintain open communication lines for ongoing input as you begin working with the chosen firm.
Your Ideal Healthcare Contact Center Consulting Firm Awaits
In this guide, we’ve covered the key factors to consider when selecting a healthcare contact center consulting firm. From understanding their expertise to evaluating their track record, we’ve highlighted what’s essential for making an informed decision.
To choose the right firm, focus on finding one that aligns with your healthcare needs and has a proven history of delivering results in similar scenarios. Don’t forget to check for strong communication skills and a customer-centric approach, as these are crucial for a successful partnership.
Remember, the right firm is out there waiting to meet your unique needs. Take your time, assess your specific requirements, and you’ll find a consulting partner that exceeds your expectations.
Frequently asked questions
Which consulting firm is the best for healthcare?
McKinsey & Company, Deloitte, and Accenture are often considered top consulting firms for healthcare, known for their expertise in strategy, operations, and technology solutions tailored to the industry.
What is a contact center in healthcare?
A healthcare contact center is a centralized hub that manages patient communication, including scheduling appointments, handling inquiries, coordinating care, and providing support for healthcare services.
Is healthcare consulting in demand?
Yes, healthcare consulting is in high demand due to the increasing need for improved patient outcomes, cost reduction, regulatory compliance, and the adoption of digital health technologies.
What are the 6 components of a contact center?
The six key components of a contact center typically include:
Call handling systems
Workforce management
Analytics and reporting tools
Customer relationship management (CRM) software
Self-service options
Quality assurance tools
What is a contact center also known as?
A contact center is also known as a call center, though modern contact centers handle multiple communication channels, including phone, email, chat, and social media.
