Greystone.Net has expertise and experience in the development, enhancement and integration of healthcare call centers.
We offer strategic reviews of call centers to determine the current operational state and make recommendations about service gaps and other opportunities for improvement. We work with hospitals to develop call center strategies that support growth and provide superior customer service.
A comprehensive assessment allows Greystone to assist in developing strategic plans to guide the call center's future direction. And, in the implementation stage, Greystone assists clients in determining how to use the call center to achieve institutional goals and today, that often means finding ways to communicate with patients and prospective patients via telephone, email, patient portals, Web inquiries, text messages, social media channels, mobile devices and video conferencing.
Services are offered in four general areas:
Assessments: Greystone conducts strategic and operational reviews of existing call centers to determine weaknesses, service gaps and opportunities for growth, improvement and consolidations.
- Business Planning: Greystone facilitates the development of strategic business plans to guide the future direction of call centers, often completed when a center wishes to expand services, consolidate services or merge with another organization. The process includes developing a vision, scope, goals, strategies, tactics, investment schedule and ROI formula. This often includes helping health systems centralize the patient access process (scheduling, registration, fiscal verification, etc.) and/or begin the process of consolidating into a universal call center to streamline its telephony offerings.
- Web Site/Call Center Integration: Greystone helps clients develop and implement strategic and operational plans to integrate its Web and online activities with the Call Center and to ensure the call center is ready and able to handle the array of communication channels that are becoming more common including email, Web inquiries, text messaging, social channels, etc.
General Call Center Consulting: Greystone provides a wide range of other call center services such as call center implementation, growth planning, consolidation planning and vendor selection.