Patient appointment scheduling seems like an easy task, but it can become quite complicated. Last-minute cancellations, double booking, late or no shows, and emergencies all lend to an unpredictable calendar. Additionally, your own staff’s schedule and fluctuating availability can all affect the process. In short, without the right staff and resources, scheduling can quickly get out of hand.
Yet, the importance of patient satisfaction cannot be understated. Satisfied patients are less likely to miss appointments, find other healthcare providers, or leave negative reviews. It’s important to note that your unsatisfied patients can impact your bottom line and hurt your practice. It’s not something to take lightly.
Research shows that patients are willing to change healthcare providers for better experiences. In fact, according to NRC Health, 80% of patients said they would switch healthcare providers for convenience alone.
One of the best ways to increase patient satisfaction and provide the best possible experience before they even set foot in your office is to outsource your scheduling. A call center takes over the burden of answering calls, responding to messages, managing reminders, waitlists, and any schedule changes. This frees up your staff, allowing you to provide better medical services once patients arrive for their appointment.
There are two different types of outsourced patient call centers to consider: business process outsourcing (BPO) or knowledge process outsourcing (KPO). Your medical center can deliver better appointment scheduling services by outsourcing tasks to BPO or KPO call centers. If you’re not sure which one is best for you, keep reading to learn more.
Business process outsourcing or BPO is a branch of outsourcing where a business outsources proven and predetermined business processes to reduce costs and increase productivity and efficiency. A BPO ensures that all operations are executed consistently and efficiently.
There are three types of BPOs based on location:
Outsourcing to a BPO has several benefits, including:
By outsourcing to a BPO, you gain external assistance and processes to streamline patient scheduling at your practice.
Knowledge process outsourcing or KPO is a branch of outsourcing where a business outsources highly skilled personnel or information-related activities. Please note that KPOs can be an extension of BPOs. These personnel have specialized knowledge, technical, or analytical skills.
The patient care specialists act as an extension of your practice; they are knowledgeable enough to make strategic, informed decisions on behalf of your practice to provide the best patient experience.
Outsourcing to a KPO has several benefits, including:
The draw of a KPO is its highly specialized nature. It’s all about knowledge; you can trust your outsourced team to be experts in your field. This peace of mind allows you to focus on other aspects of your practice because you know your patients are in good hands.
If you're still trying to comprehend the differences between a BPO vs. KPO, here’s a side-by-side comparison to help you choose the right service for your medical center.
BPO - Business Process Outsourcing |
KPO - Knowledge Process Outsourcing |
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If you’re looking to enhance your patient experience by outsourcing to a BPO, KPO, or both for your practice, ask the following questions to determine the quality and fit:
As a medical center, you’ll see the best results by outsourcing appointment scheduling services to a provider in the healthcare industry. CCD Health is a leading healthcare customer contact center. We not only provide BPO services but are a leading KPO in the industry. We have the infrastructure, experience, and business intelligence to meet your appointment scheduling needs.
Our goal is to help you turn the patient experience into your competitive advantage. We collaborate with your internal team to prioritize appointments, assist with patient scheduling, and reduce missed appointments to enhance your patient’s experiences.
With CCD Health, you can improve your patient experiences, reduce missed appointments, keep your workforce costs low, and grow your profits. Contact CCD Health today to learn more about how we can help your practice.