Students who complete this comprehensive course will earn a certificate of completion from AHDPG and are eligible to sit for the National Workforce Career Association (NWCA) Contact (Call) Center Associate exam.
Are you ready to embark on a rewarding journey in the fast-paced world of healthcare contact call centers? The healthcare industry relies heavily on communication to provide the highest level of care, and the contact call center plays a vital role in this process.
The future is promising for Healthcare Contact Call Centers, driven by several key factors:
- Rising Demand: The healthcare industry is experiencing consistent growth due to an aging population and advancements in medical technology. This expansion fuels the need for proficient professionals to manage patient interactions, inquiries, and support, making it a high-demand sector.
- Patient-Centric Care: The healthcare sector is embracing a patient-centered approach, placing a premium on delivering a seamless and compassionate patient experience. Healthcare Contact Call Centers are at the forefront of providing this invaluable service.
- Technological Advancements: Rapid technological progress is reshaping the way healthcare contact centers operate, incorporating telehealth solutions and advanced patient management software. This innovation creates new horizons and job opportunities within the field.
As a Contact Call Center for Healthcare Technicians, you will be an essential link between healthcare providers, patients, and their families. In this role, you’ll play a crucial part in facilitating communication, scheduling appointments, and addressing inquiries and concerns, ensuring that patients receive the support and information they need.
According to the U.S. Bureau of Labor Statistics, employment of Medical Record Specialists is projected to grow 8 percent from 2022 to 2032, faster than the average for all occupations.
The growth of the aging baby boom population will continue to increase the demand for preventive medical services, which physicians often provide. As a result, physicians, group practices, clinics, and other healthcare facilities will hire more assistants to perform routine administrative and clinical duties, allowing the physicians to see more patients.
Customer service is typically at the heart of every business, especially for businesses that sell their products and services directly to customers such as healthcare. Even in healthcare business-to-business interactions, customer service is essential. There is just too much competition to ignore it or to fail to serve customers with excellence. The healthcare contact center is a department in a healthcare business or organization that manages customer interactions through multiple channels and technologies. Contact center associates are tasked with solving customer problems, answering customer questions, and generally meeting customer needs through effective communication and follow-through. This course provides learners with foundational contact center knowledge and skills so that they can pursue their customer service careers.
Healthcare contact center associates must understand the healthcare environment and the language of healthcare including basic anatomy, physiology, and medical terminology. They must also understand the basics of common diseases and disorders, especially chronic conditions, to fully understand how to meet the needs of patients. Though contact center associates never give medical advice, understanding basic healthcare topics is essential to healthcare system problem-solving. Additionally, healthcare contact center associates must understand healthcare laws, insurance basics, billing and reimbursement, basic psychology aspects of aging and illness, and how to use computers and customer relations management (CRM) technologies.
Our training program is designed to equip you with the expertise and confidence necessary to excel in the healthcare contact call center profession. Through a comprehensive curriculum and training, you will gain in-depth knowledge of the healthcare industry, patient interactions, and the nuances of effective communication. We focus on honing your problem-solving skills, enhancing your empathy and understanding, and ensuring you are well-versed in the latest technologies used in the field. By the time you complete our training program, you’ll not only possess the technical know-how but also the confidence necessary to provide top-tier support to patients, healthcare providers, and their families.
By the end of this program, students should be able to:
- Dissect a medical term to determine its meaning.
- Define basic anatomical and physiological terminology related to each body system.
- Define common diseases and disorders related to each body system.
- Identify common health and healthcare beliefs and values.
- Discuss the healthcare delivery systems in the U.S. including their challenges and benefits.
- Identify healthcare services, professionals, and settings.
- Identify the components and processes of the retail pharmacy.
- Explain common health services for special populations.
- Discuss medical law and ethics.
- Explain how to maintain compliance with HIPAA.
- Explain how healthcare services are financed and paid for.
- Discuss medical data, the healthcare record, and supporting technologies.
- Define high-quality technical customer support.
- Explain the basic role of the contact center in business and excellent customer service.
- Describe the unique needs of different types of customers.
- Explain the role and expectations of the contact center agent.
- Use multiple technologies and communication channels in customer communication. Effectively handle numerous types of difficult customers and situations.
- Effectively apply problem-solving and critical thinking concepts to customer care.
- Apply sales strategies when the opportunity arises in customer communication.
- Explain basic business concepts needed as foundational knowledge for meeting customer needs.
- Discuss the current trends and issues related to various aspects of contact center operation and success.
- Complete a self-evaluation for personal traits and communication skills related to successful contact center communication and customer care.
- Identify psychological factors, theories, and concepts that can be used to understand the healthcare patient/customer to provide the best customer service possible.
The all-inclusive program fee covers everything a student needs to successfully complete the Clinical Medical Assisting program, including:
This program qualifies for the MyCAA Tuition Assistance Program sponsored by the Department of Defense—a program designed for military spouses.
Upon completing the online training program, a student is eligible* for our optional Contact (Call) Center Associate for Healthcare Externship. The Contact (Call) Center Associate for Healthcare Externship is a standard 40-hour unpaid rotation. The purpose of the Externship is two-fold: to give each student hands-on instruction and practice conducting a variety of procedures with supervision and to connect each student with a potential employer in their local market.
As a participant in this Clinical Externship, you must agree to provide a resume to their assigned Externship Coordinator no less than three weeks following initial contact. Failure to provide such a resume will result in students not participating in the externship opportunity. In addition, the following terms and conditions apply to the Externship:
By participating in this process, students are entering into an unpaid volunteer clinical externship opportunity which, at no time, constitutes an employee-employer relationship. The facility is under no obligation to continue your clinical experience, nor should you maintain these expectations.
*Students who wish to participate in this course’s optional clinical externship portion must complete their program with a grade of 70% or higher on the final exam and course average, spending at least 50 hours in the course. All externship placements are subject to the availability, scheduling, and staffing needs of the externship sites.
Is an Externship position guaranteed if I successfully complete this program?
We will coordinate an externship for each eligible student at a healthcare organization in their local area. In over eight years of providing this service, we have not had an instance where we could not do this—pandemic or no pandemic. With this said, we cannot guarantee a placement due to circumstances outside our control which include a lack of healthcare organizations located in a rural area, acts of God, situations where healthcare organizations have curtailed their operations due to a pandemic or other cause or in situations where a student chooses not to meet the outlined requirements.