About an hour after each call, see comments posted by a human coach. The comments map to which parts of the call went well and which went poorly.
Patient Prism® provides insight about the calls, so you can prompt your team to call back immediately and handle the call better:
Patient Prism® tracks the behavior of each staff member who takes incoming calls. You can provide detailed feedback and relevant training videos to improve future performance.
Patient Prism® is much more than software for tracking incoming phone calls.
"With Patient Prism, we get a recording of each new-patient call. And we could see where the good, the bad, and the ugly occurred. We see it within a few minutes of the call.
As a supervisor, I don’t have time to listen to the whole call. I can just listen to segments. That, to me, is critical. It’s like a kind of laser beam.
You can use Patient Prism both ways, to praise people and to find coaching opportunities."
"You don’t know how your front desk is doing, because you’re always in the back. Are they answering the phone calls? A number of patients are calling, but how many are coming in? You are getting good phone calls, but you still have bad ones. How are you training your employees to correct those mistakes?"
"The greatest advantage, and truly the one the call center has expressed the greatest interest in, is the ability to audit phone calls in real time."