The Healthy Medical Call Center
60 Prescriptions for Leadership, Quality, and Patient SatisfactionBy Peter Lyle DeHaan
Length3h 39m
About this audiobook
The Healthy Medical Call Center offers sixty proven prescriptions for healthcare call center leaders facing the daily challenges of staff retention, quality service, and patient satisfaction. Dr. Peter Lyle DeHaan combines decades of call center experience with healthcare-specific insights to address everything from multichannel integration and agent training to reducing burnout and increasing organizational visibility—delivering practical solutions you can implement immediately to transform your operation from cost center to strategic asset.
Audiobook details
GenreBusiness and Economics
Length3 hrs 39 mins
Narrated byListen with 1,000+ voices
FormateBook with Audio
Publish dateApr 30, 2026
LanguageEnglish
Table of contents
1Opening Credits
37Quality
2Let’s Get Started
3832. Providing Ongoing Skills Training
3Leadership
3933. Provide Quality Service
41. Should You Switch Your Mindset from Calls to Contacts?
4034. The Quality Promise
52. Channel Specialization versus Multichannel Proficiency
4135. Set Up a Quality Assurance Program
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63. Customer Service Access Points
4236. The Benefits of Outsourcing
74. Orchestrating Change
43Perspective
85. Do You React to Today or Plan for Tomorrow?
4437. Does Your Medical Call Center Need a New Name?
96. Does Your Call Center Have a Fast-Food Hiring Mentality?
4538. Do You Have a Mission Statement?
107. Pursuing Work-Life Balance in the Medical Call Center
4639. Embrace Your Stakeholders
118. What Message Does Your Call Center Send?
4740. Align with Your Organization
129. Coordinate with Marketing
4841. Integrate Your Call Center Operation
1310. Finish Each Year Strong
4942. Build a Strong Team
14Management
5043. Staff Is Key
1511. Measure Success in Medical Call Centers
5144. Increase Your Call Center’s Internal Visibility
1612. Evaluate Call Center Success
5245. Is Your Call Center Still Centralized?
1713. Empower Your Call Center Staff
53Patients
1814. Optimize Your Call Center Processes
5446. Improve the Patient Experience
1915. Video Calls for the Medical Call Center
5547. Lessen Patient Frustration
2016. Make Sure Your Policies and Procedures Reflect Remote Work
5648. Enhance Patient Satisfaction
2117. Work-at-Home Option for Agents
5749. Go Beyond the Call
2218. Managing Home-Based Agents
5850. Provide Multichannel Access
2319. Stop Reacting and Take Initiative
5951. Tips to Deal with Angry Patients
2420. When Something Goes Viral
6052. Upsell Futility
25Agents
6153. An ER Visit Is More than Great Care
2621. Celebrate Medical Call Center Agents
62Tools
2722. New Skills for Today’s Agents
6354. Key Reasons to Implement New Technology
2823. Agent Training and Development
6455. Will Text Replace the Telephone?
2924. Integrate Call Center Staff
6556. Review Your Website
3025. Cross-Channel Strategies
6657. Do Video Calls Have a Place in Your Contact Center?
3126. Multichannel Scheduling
6758. Integrate Your Call Center Tools
3227. Reduce Agent Burnout
6859. Multichannel Integration
3328. Create a Happy and Effective Workforce
6960. Remote Patient Monitoring
3429. Show Your Appreciation
70Moving Forward
3530. Focus on the Good Calls
71Closing Credits
3631. Be Thankful for Your Job
Series
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