S1 Ep9 Quality Perks - Coffee & Quality Chat with Christine Clarson & Steve Hide May 6, 2022

Quality Perks - Call Center & Coffee Chats

Summary
In this episode of "Quality Perks - Coffee & Quality Chat," hosts Karyn Dupree and Neal Eggers are joined by guests Christine Clarson and Steve Hide to discuss healthcare and the call center industry. The conversation begins with a lighthearted discussion about the hosts' beverage choices. The main focus of the discussion revolves around the challenges faced by healthcare call centers, emphasizing the complexity of patient engagement and the importance of providing quality service throughout the patient's journey. The guests highlight the unique aspects of healthcare call centers, including the need for flexibility, adherence to regulations, and the role of call center associates as integral members of the patient's care team. The conversation delves into the two phases of the patient life cycle that call centers support: pre-service activities like enrollment and benefit coverage, and post-care activities such as billing, reimbursement, and disease management. The challenges identified include documentation accuracy, HIPAA compliance, and ensuring patient compliance with prescribed therapy. The guests stress the importance of a robust quality assurance program, like the one offered by BPA Quality, in addressing these challenges and providing valuable insights for improvement.
Highlights
🎙️ Lighthearted discussion on beverage choices sets a friendly tone for the episode.
🏥 Healthcare call centers focus on patient engagement, facing unique challenges compared to traditional call centers.
🔄 Flexibility and adherence to regulations are crucial for healthcare call centers, dealing with constant changes in the industry.
🔄 Call center associates are viewed as members of the patient's care team, emphasizing the holistic approach to healthcare.
🔄 Quality program insights help address challenges like documentation accuracy, HIPAA compliance, and patient therapy compliance.
🔄 Patient life cycle involves pre-service (enrollment, benefit coverage) and post-care activities (billing, reimbursement, disease management).
🚀 Robust quality assurance programs, such as BPA Quality's, play a vital role in enhancing patient experience and addressing industry challenges.

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As always, Have a Quality Day!