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
2Let’s Get Started
3Leadership
41. Should You Switch Your Mindset from Calls to Contacts?
52. Channel Specialization versus Multichannel Proficiency
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63. Customer Service Access Points
74. Orchestrating Change
85. Do You React to Today or Plan for Tomorrow?
96. Does Your Call Center Have a Fast-Food Hiring Mentality?
107. Pursuing Work-Life Balance in the Medical Call Center
118. What Message Does Your Call Center Send?
129. Coordinate with Marketing
1310. Finish Each Year Strong
14Management
1511. Measure Success in Medical Call Centers
1612. Evaluate Call Center Success
1713. Empower Your Call Center Staff
1814. Optimize Your Call Center Processes
1915. Video Calls for the Medical Call Center
2016. Make Sure Your Policies and Procedures Reflect Remote Work
2117. Work-at-Home Option for Agents
2218. Managing Home-Based Agents
2319. Stop Reacting and Take Initiative
2420. When Something Goes Viral
25Agents
2621. Celebrate Medical Call Center Agents
2722. New Skills for Today’s Agents
2823. Agent Training and Development
2924. Integrate Call Center Staff
3025. Cross-Channel Strategies
3126. Multichannel Scheduling
3227. Reduce Agent Burnout
3328. Create a Happy and Effective Workforce
3429. Show Your Appreciation
3530. Focus on the Good Calls
3631. Be Thankful for Your Job
37Quality
3832. Providing Ongoing Skills Training
3933. Provide Quality Service
4034. The Quality Promise
4135. Set Up a Quality Assurance Program
4236. The Benefits of Outsourcing
43Perspective
4437. Does Your Medical Call Center Need a New Name?
4538. Do You Have a Mission Statement?
4639. Embrace Your Stakeholders
4740. Align with Your Organization
4841. Integrate Your Call Center Operation
4942. Build a Strong Team
5043. Staff Is Key
Series
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