Friday, March 6, 2009

Medical call centers in India

Some of the most established names in the medical health arena in US and UK have established their call centers in India to serve their patients better and streamline access to healthcare. The idea of medical call centers has metamorphed into this highly skilled; very technical, cost effective partnership between medical centers and patients sitting far away in the United States.

The common reason for opting for call center outsourcing is to save costs on call handling, employee and facility management; but the motivation goes much beyond that is because the call centers are manned by executives who are educated and medically proficient and trained to give medical advice. In a medical call center patients can call in and speak with an executive who might be a nurse or other healthcare professional, trained to help individuals in need of medical assistance.

The patients might be asked to see a physician and provided with the number of a doctor nearest to them or be asked to get some over-the-counter products or told to report to the emergency room, if the case be so. The most important aspect of a medical call centre is the staffing of the right kind of executives. It is not mandatory to have only doctors on board (although that is a big help) even other medical professionals trained for the job can man the call station..

Some call centers however do have in house doctors attending to incoming calls where in each call is transferred to the appropriate medical practitioner sitting in another cabin. Another consideration for staffing in medical call centers is the soft skills of the agents. It is of extreme importance that the caller is made to feel relaxed, helped to overcome his panic and then given a solution without getting angry or losing patience.

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