Outsourcing Contact Center Services? Focus on Organizations that Prioritize Workplace Development for Consistent, Quality Patient Care

Staff burnout and turnover are often contributing factors to the decision to outsource call center and administrative office work. Shopping for a vendor can be a daunting task. Ensuring a vendor is the right fit for your organization goes beyond finding a group that can handle the call volume. They need to expertly demonstrate the ability to provide compassionate patient experiences while competently performing the required tasks and care for their employees in a way that minimizes their own burnout and attrition levels.

In today’s healthcare landscape, where patient care and satisfaction are vital, choosing a Business Process Outsourcing (BPO) contact center service that offers workplace development and advancement becomes critical. We’ll explore the significance of selecting a BPO partner that meets your operational needs and prioritizes the well-being and growth of their employees. We’ll discuss how such a partner can contribute to consistent, quality patient care and why this approach is essential in the ever-evolving healthcare industry.

The Importance of Choosing the Right BPO Partner

The decision to outsource is often driven by the need to improve operational efficiency, reduce costs, and enhance the overall quality of services. A BPO partner should be carefully considered due to the far-reaching implications for your organization and the patients you serve.

When evaluating potential BPO partners, look beyond their ability to handle call volume and administrative tasks. A partner’s commitment to workplace development and employee well-being plays a pivotal role in delivering consistent, high-quality patient care. Here’s why this focus should be a priority:

1. Compassionate Patient Experiences: In the healthcare industry, patient care is not merely a series of tasks; it’s a deeply human experience. Patients want to interact with empathetic, well-informed individuals who can address their concerns and provide support. When a BPO partner invests in workplace development, their employees are more likely to excel in offering compassionate care. Well-trained and motivated staff can handle patient inquiries with sensitivity and expertise, creating positive experiences that leave a confident impression.
2. Competent Task Performance: Effective healthcare communication is a skill that relies on accuracy and compliance with industry regulations. A BPO partner that emphasizes workplace development and advancement ensures that their employees are well-versed in healthcare protocols and compliance. This competence is essential for maintaining patient confidentiality and delivering efficient care. By choosing a partner that values skill development, you can trust that your patients will receive consistent, high-quality service.
3. Reducing Burnout and Attrition: High turnover rates and employee burnout are detrimental to the quality level of patient care. When employees are overworked and unsupported, it reflects in their interactions with patients. Burnout can lead to errors, missed opportunities for care improvement, and a general decline in service quality. Selecting a BPO partner that prioritizes employee well-being helps create a more stable, dedicated workforce essential for maintaining consistent patient care.
4. Adaptation to Changing Healthcare Needs: The healthcare industry is evolving, with new technologies, regulations, and patient expectations emerging regularly. A BPO partner committed to workplace development is better equipped to adapt to these changes. Their employees are more likely to embrace ongoing training and continuous improvement, ensuring they stay current with the latest healthcare trends. This adaptability is essential for meeting evolving patient needs and maintaining a competitive edge.

How to Choose the Right BPO Partner

Now that you understand the significance of a BPO partner’s commitment to workplace development and advancement, there are some key factors to consider when selecting the right partner for your organization:

1. Culture of Development: Ask about the BPO partner’s approach to employee development, training, and advancement. Look for specific programs and initiatives established to nurture staff growth. This recent Gartner article found only 45% of employees believe their organization sees them as a person, not just an employee. Dissatisfaction with feeling valued is more likely to result in the employee’s intent to leave the job.
2. Employee Retention: A low turnover rate indicates a healthy workplace. Confirm that your potential partner has a track record of retaining its employees and fostering a positive work environment.
3. Technology and Compliance: Assess their technology infrastructure and commitment to regulatory compliance. Doing so ensures they can provide the high-level support your healthcare organization requires.
4. Client References: Reach out to current or former clients to learn about their experiences with the BPO partner. Their insights can provide valuable information regarding the partner’s commitment to employee development and service quality.
5. Communication and Transparency: Open communication and transparency are essential for a successful partnership. Verify your partner is responsive, accessible, and committed to working closely with your organization.
6. Flexibility and Adaptability: Discuss how the BPO partner approaches changes in the healthcare industry and how they adapt to evolving needs. Look for a partner that is proactive in staying current with industry trends.

Introducing LYP Health Management

LYP (Love Your Patient) Health Management is a healthcare BPO dedicated to delivering exceptional patient experiences while assisting clients with inbound scheduling, outbound patient access, back office administrative tasks, revenue cycle management, and nurse triage services. With 10+ years of experience in the healthcare space, our dedicated teams provide expert care and compassion for the patients we serve. Our exclusive focus on healthcare allows LYP to stay current with trends and policy and create advancements to streamline the patient experience process for improved efficiency and profitability for our clients. LYP is a URAC-certified contact center and was recently named a Top Medical Scheduling Solutions Provider by Healthcare Tech Outlook magazine. Read the profile here.

We believe that positive patient experiences start with happy, fulfilled associates. LYP proudly develops our employees from entry-level to executive level. In fact, over 50% of our management team was promoted in-house. This career development starts with proper training and development, teaching skills from time management to clear communication and active listening skills. “Empowering our associates with knowledge to perform their role is just the beginning,” says Niecey Freeman, LYP’s VP of Employee Success. “I feel a tremendous amount of pride when my team helps an associate to master skills that allow them to build a solid career. LYP has worked very hard to create a culture of inclusion, innovation, and service; developing those attributes allows our people to feel gratified in their work and their workplace.”

Our development doesn’t end with professional skills. Communication and time management skills are essential outside the workplace. LYP has also established a Culture Committee that focuses on developing Employee Resource Groups (ERGs) that team members can access to grow and support their well-being. LYP ensures that our employees are well-trained, and feel heard and valued, making them an excellent extension of our clients’ teams.

Conclusion

Choosing a BPO contact center service that prioritizes workplace development and advancement isn’t just about outsourcing tasks; it’s about ensuring consistent, quality patient care. Focusing on employee well-being, you can enhance patient experiences, improve task performance, reduce burnout and attrition, and stay prepared for the ever-changing healthcare landscape.

When you invest in a BPO partner that values its employees, like LYP Health Management, you are investing in the health and satisfaction of your patients. Take the time to find the right partner. One that understands the importance of compassionate care and actively promotes it through their dedication to workplace development and advancement. Your patients will thank you for it, and your organization will thrive in the healthcare industry of today and tomorrow.

Sources:

Niecey Freeman, LYP Health Management, VP of Employee Success

https://www.gartner.com/en/articles/employees-seek-personal-value-and-purpose-at-work-be-prepared-to-deliver

https://accreditnet.urac.org/directory/#/certification/CCC-3/info

https://www.healthcaretechoutlook.com/lyp-health-management