Physician Referrals and Patient Service Evaluation Needed
Confero partnered with a New York hospital to gather information on it’s referral call center. How were call center associates in the referral call center meeting the hospital’s benchmarks? Evaluating the hospital’s physician referrals and patient service level was the goal.
They hospital wanted to know if call center agents were referring doctors in the correct order, as presented online. This was important to ensure an equal number of referrals to each participating doctor. Then, this information could then be presented to the doctors showing that the referral process was objective.
Confero Conducts Targeted Medical Telephone Mystery Shop
Before calling, the mystery shoppers were armed with information. Essentially, the shoppers were given medical conditions to present on their calls. Specifically, the type of condition, symptoms and insurance that they should say they have to evaluate hospital staff were shared. In addition to this, they also prepared a home address in the city of the office they were assigned to call.
Following the call center evalauations, the mystery shoppers reported on greeting, helpfulness, courteousness and closing. Importantly, the names of the doctors they received as referrals were reported.
The information gathered proved to be helpful in elevating the department’s standards. Importantly, it revealed whether all member doctors were receiving referrals equally.
