A Contact Centers Effect on Healthcare Organizations
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Authors
Myers, Jillian
Department
Healthcare Administration
Issue Date
2025
Type
Thesis
Language
en_US
Keywords
Health services administration--United States.::Information storage and retrieval systems--Health services administration.::Customer relations--Data processing--Computer software.::Call centers.
Alternative Title
Abstract
This pilot study explores the impact of healthcare contact centers on patient satisfaction, care coordination, and the use of customer relationship management (CRM) systems. With the increasing reliance on contact centers due to the growth and advancement in healthcare, contact centers provide a centralized primary contact point for patients allowing support for patient
interactions. The study conducted revealed a positive correlation between the use of a contact center and patient satisfaction, indicating that those who utilize the contact center generally encounter agent professionalism and caller satisfaction. However, no quantitative data was gathered to measure the effect of a contact center on care coordination but qualitative findings showed healthcare contact centers ability to enhance care coordination through streamlined
communication and information management. Furthermore, the integration of a CRM system is identified in this study as a key factor in improving service delivery, fostering personalized patient care, call volume metrics, and efficient processing while lessening burden on clinical staff. This paper provides insights into the role of healthcare contact centers in facilitating patient engagement and care processes, while highlighting areas for future research.
Description
Spring 2025 Graduate Project/Thesis/Capstone in Healthcare Administration. Student ID redacted.
Citation
Publisher
License
A copyright review process in July 2025 has determined that this item is in copyright, held by the author, Jillian Myers. The written permission of the copyright holder is required for distribution, reproduction, or other use that extends beyond what is authorized by fair use and other statutory exemptions. Responsibility for making an independent legal assessment of an item and securing any necessary permissions rests with person(s) desiring to use the item. http://rightsstatements.org/vocab/InC-EDU/1.0/