Since patients are paying a greater portion of their healthcare, providers are looking for ways to increase patient satisfaction. As a result, tracking communications between your patient and members of the care team is imperative to monitor and improve satisfaction.  To gain a comprehensive view, you should also monitor and include communication between your call center or customer service team in your metrics. When patients have positive interactions with your representatives, a deeper, more loyal relationship will be created. Bruce Gehring and Sean Murray will discuss the following best practices providers should use to improve their patient interactions over the phone:

1. Recruiting and selecting agents with the right customer service skills

2. Incorporating the best KPIs to monitor performance

3. Understanding the compliance requirements