Creative Call Center Consulting Services

Creative Healthcare is proud to introduce high quality consulting and research services designed to meet the needs of CRM & medical call center operations around the world.

Services for prospective call center operations

Feasibility Study: The Cost-Benefit of a Medical Call Center

Creative Healthcare has designed what may be the most sophisticated cost benefit model in the medical call center industry today. We will identify your goals and objectives from call center implementation and establish a projection of what financial costs and benefits you might expect from your investment in a medical call center. CHC will look at issues related to member retention, redirection to lower cost alternatives, savings from medication compliance, labor savings, and other benefits that can come from the centralization and consolidation of the medical review process. Contact CHC for a specific price quotation.

Market Research on Medical Call Center Systems

Creative Healthcare is currently engaged in an industry review of medical call center software systems. Find the supplier that will provide you the best product at the lowest price. Determine which supplier is best equipped to support your needs going forward. Find which products are most responsive to your requirements, including international requirements for non-U.S. applications. Use the research to assist you in developing your own product or in negotiating the best arrangement for your organization.

The CHC research study focuses on four areas:

Data Gathering & Analysis. We employ a comprehensive, standardized evaluation tool to compare the technical, functional and clinical attributes of each system. We examine the cost to operate the product from both a licensing and operational perspective. The Creative Healthcare Advisory Board also participates in the analysis of the product's clinical strength ensuring that you have a sound and thorough clinical review of this important product area.
Practical Application. We take a demonstration version of the system and allow former call center nurses the opportunity to test the product in a simulated environment. From this exercise we make observations on the product's ease of use and the ability to complete and document calls in a manner that is consistent with current industry standards and goals.
Client References. We speak to at least three references per supplier to reveal the "real world" scenario with respect to their client-supplier relationships. From this analysis you will quickly determine which suppliers are living up to their client service commitments.
General Observations. We conclude our research with a summary of our findings and a combination of objective and subjective observations that current clients and prospects must consider with respect to their selection of a call center supplier.

Contact CHC for a more detailed overview of the market research study and process

U.S. Call Center and Supplier Tour

If you are planning or considering a visit to the U.S. to tour medical call centers and the vendors that supply them, Creative Healthcare can be your guide. We can establish appointments and assist in ensuring your visit is highly productive. Creative Healthcare consultants will help you identify the best suppliers, best call center sites, and most important things to look for during your tours. We can even assist in contract negotiations with U.S. suppliers. Contact CHC to begin the process of scheduling your visit.

Services for new centers

Medical Call Center Business Model

Call centers positioned for rapid growth cannot be without a rigorous forecasting tool to determine the impact of new contracts, lost contracts, price fluctuations, personnel productivity and facility capacities. These and other variables are critical to running your call center, and the Creative Healthcare Business Model provides a formula-based program to give you the impact of any change in your operating environment... automatically!

This Excel-based program includes a series of interactive formulas based on client attributes, call volumes, operator productivity, call duration, available space for expansion, and other variables. Change one variable and the impact of the change ripples through the program, giving you the ability to forecast changes quickly and with a high degree of accuracy. The Business Model simplifies budgeting, staffing, and expansion of your call center.

Personnel and Organization

Among call centers in general, up to 60% of total expense relates to the investment in human resources. Creative Healthcare's affiliates and advisory board members possess a broad range of experience relative to call center operation and can assist in ensuring these resources are deployed efficiently. We can assist new call centers in establishing the infrastructure for call center management and operations, establishing position descriptions, incentive programs, staffing plans, pay scales, shift differentials, and the center�s overall table of organization.

Creating your call center personnel plan is like establishing the "DNA" of your organization. Call CHC for more details on how we can assist in creating an environment that will maximize success and minimize burnout!

Quality Infrastructure and Total Quality Management

A culture of quality improvement must be built into daily call center work to maximize value and satisfaction of patients/members, clients, physicians and staff . CHC will assist client organizations to define the Quality Improvement (QI) Program, Processes and Plan through a comprehensive and systematic approach. The Program will be linked to the organization�s mission, vision, values and strategic objectives, and incorporated into operational and educational activities at all levels of staff. CHC will recommend the development of a QI Committee, including functions, physician clinical oversight, membership, subcommittees, QI teams and frequency of meetings. Areas of focus include: definition of the important aspects of care, performance indicators and criteria, sampling methodology, threshold, identification of trends/patterns of performance and performance improvement plans.

Additional QI strategies include, but are not limited to:

Organization chart, with resources allocated for Quality Improvement and Education.
Competency-based position descriptions, performance metrics and performance evaluations, derived from performance indicators in the QI Plan, and integrated into Orientation, Credentialling, Continuing Education, and Re-Credentialling Programs.
Audit tools reflecting current telephone nursing practice and call processing competencies for peer and self-review by staff.
Clinical decision-support tools and software providing consistent use of the nursing process, screens, key fields, codes and tables
Compliance with professional and accreditation bodies
Report configuration and production, including annual review
Performance improvement opportunities and teams

Technology Review and Evaluation

Creative Healthcare will certify your proposed technical environment within the context of planned applications and projected growth. We will draw from our own network of call center technical experts and will advise on the best configuration of products to meet your initial and long term requirements. We may even be able to assist you in negotiating the very best price for your call center equipment. A written certification from Creative Healthcare will serve as your guarantee that your center is ready for operation. Supply this certification to your initial or prospective clients and "seal the deal!"

Services for existing centers

Call Center Operations Audit

Many organizations launch their call center operation and never look back. Did the call center achieve the objectives originally intended for it? Is it currently meeting expectations? Is it meeting its potential? Creative Healthcare consultants will ask these tough questions and will present you with the answers. We will employ a standardized assessment to determine how your call center performs in areas related to financial performance, improved relationships with key consituencies, improved quality of life for consumers who call, and congruence of call center impact with the organization's overall strategic goals. We make recommendations for improvement and can be retained further for implementation of recommendations. An operations audit will almost always reveal opportunities for improvement that far exceed the cost of the study!