Unicom Teleservice

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Patient-centered care has been established as an emerging trend for a while now, and the Affordable Care Act (ACA) further cements the patient-centric approach as the dominant model of healthcare in the U.S. The new mandates and mechanisms that are part of the ACA require a new approach to patient treatment and practice management. Unicom is dedicated to understanding this new healthcare landscape and helping our clients achieve the best possible patient wellness by providing communications services that enhance a practice’s ability to provide patient-centered care.

It may be that your organization has not experienced these service-impacting issues. If so, that’s great – for the time being. If you have then you know how important it is to have a support plan that can be deployed rapidly. Manage the issue or it will manage you. This is what we specialize in. Take a look at your organizations Communication Continuity plan, protocols and procedures and consider what impairment or disruption in communicating with you means to your customers.

It is important to keep your customer's expectations in mind as you consider the effectiveness of your help desk. Working with an outsourced help desk provider, or a technical call center, is one way to ensure that your customers' inquiries are managed in a professional manner.

When working with our clients we define it as anything that impedes your business processes and normal communication with your customers, staff, suppliers and other stakeholders. Your operational core is the chief concern and the interruption could be partial, intermittent or complete. The issue causes heightened stress for your staff and impacts routine communications with your customers either in not getting through or left on hold for periods of time.

Whether the agents on the help desk are employees of your company, or a third party, they are the first and primary point of contact between your company and your customers. This is a very important customer touch point, and you don't want to have a misstep. If the call center agent isn't helpful and knowledgeable, your customers may draw the conclusion that you don’t value their business and go elsewhere.

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