Centralized Call Center - Business Plan

Fellowship Paper - September 9, 2019

Business Strategy

Cole Niehus MGA FACMPE
PROJECT SUMMARY

The healthcare landscape is changing. Today’s healthcare consumers are seeking out care that is convenient and easily accessible at a date and time they want to be seen. If today’s patients (new or existing to the system) do not get the appointment date and time requested, they will continue to search for a provider that meets their expectations. It is imperative that healthcare systems look for ways to accommodate these patients access requests or face the fact these patients will leave the system and find their care elsewhere. According to the Advisory Board article Five Must-Have Characteristics of the Consumer-Focused Physician, access is a key factor in consumer loyalty. This is evident by the following statement “In a recent Advisory Board Survey, 7 of the top 10 reasons patients would switch primary care providers related to access” (Five Must-Have Characteristics of the Consumer-Focused Physician, 2017). By providing patients with the opportunity to schedule a same day appointment, this has a positive impact on the patient’s experience with the healthcare care system and increases the chances the patient will continue to utilize this healthcare system for all their care. The result is a win for the patient, the provider, and the healthcare system overall.
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About the Author

Cole Niehus MGA FACMPE
Omaha, NE
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