The Healthy Medical Call Center
Peter Lyle DeHaan
This audiobook is narrated by a digital voice.
Is your medical call center healthy or just surviving?
Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the...
Location:
United States
Networks:
Peter Lyle DeHaan
Digital Voice Maxwell G
Call Center Success Series
Rock Rooster Books
English Audiobooks
INAudio Audiobooks
Description:
This audiobook is narrated by a digital voice. Is your medical call center healthy or just surviving? Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today. Duration - 3h 35m. Author - Peter Lyle DeHaan. Narrator - Digital Voice Maxwell G. Published Date - Friday, 30 January 2026. Copyright - © 2026 Peter DeHaan ©.
Language:
English
Opening Credits
Duración:00:00:10
Let’s Get Started
Duración:00:01:49
Leadership
Duración:00:00:02
1. Should You Switch Your Mindset from Calls to Contacts?
Duración:00:04:22
2. Channel Specialization versus Multichannel Proficiency
Duración:00:03:56
3. Customer Service Access Points
Duración:00:02:30
4. Orchestrating Change
Duración:00:02:58
5. Do You React to Today or Plan for Tomorrow?
Duración:00:02:21
6. Does Your Call Center Have a Fast-Food Hiring Mentality?
Duración:00:02:32
7. Pursuing Work-Life Balance in the Medical Call Center
Duración:00:03:26
8. What Message Does Your Call Center Send?
Duración:00:02:23
9. Coordinate with Marketing
Duración:00:03:39
10. Finish Each Year Strong
Duración:00:04:04
Management
Duración:00:00:02
11. Measure Success in Medical Call Centers
Duración:00:04:11
12. Evaluate Call Center Success
Duración:00:03:05
13. Empower Your Call Center Staff
Duración:00:02:35
14. Optimize Your Call Center Processes
Duración:00:03:07
15. Video Calls for the Medical Call Center
Duración:00:05:46
16. Make Sure Your Policies and Procedures Reflect Remote Work
Duración:00:02:33
17. Work-at-Home Option for Agents
Duración:00:03:00
18. Managing Home-Based Agents
Duración:00:02:53
19. Stop Reacting and Take Initiative
Duración:00:03:47
20. When Something Goes Viral
Duración:00:03:10
Agents
Duración:00:00:02
21. Celebrate Medical Call Center Agents
Duración:00:02:24
22. New Skills for Today’s Agents
Duración:00:03:28
23. Agent Training and Development
Duración:00:03:09
24. Integrate Call Center Staff
Duración:00:03:43
25. Cross-Channel Strategies
Duración:00:05:38
26. Multichannel Scheduling
Duración:00:04:19
27. Reduce Agent Burnout
Duración:00:03:44
28. Create a Happy and Effective Workforce
Duración:00:04:35
29. Show Your Appreciation
Duración:00:02:18
30. Focus on the Good Calls
Duración:00:03:10
31. Be Thankful for Your Job
Duración:00:03:02
Quality
Duración:00:00:02
32. Providing Ongoing Skills Training
Duración:00:04:03
33. Provide Quality Service
Duración:00:02:22
34. The Quality Promise
Duración:00:02:32
35. Set Up a Quality Assurance Program
Duración:00:03:49
36. The Benefits of Outsourcing
Duración:00:03:30
Perspective
Duración:00:00:03
37. Does Your Medical Call Center Need a New Name?
Duración:00:02:56
38. Do You Have a Mission Statement?
Duración:00:02:09
39. Embrace Your Stakeholders
Duración:00:03:24
40. Align with Your Organization
Duración:00:03:23
41. Integrate Your Call Center Operation
Duración:00:03:29
42. Build a Strong Team
Duración:00:04:38
43. Staff Is Key
Duración:00:04:08
44. Increase Your Call Center’s Internal Visibility
Duración:00:02:54
45. Is Your Call Center Still Centralized?
Duración:00:03:49
Patients
Duración:00:00:02
46. Improve the Patient Experience
Duración:00:04:12
47. Lessen Patient Frustration
Duración:00:02:55
48. Enhance Patient Satisfaction
Duración:00:03:34
49. Go Beyond the Call
Duración:00:03:16
50. Provide Multichannel Access
Duración:00:04:29
51. Tips to Deal with Angry Patients
Duración:00:05:41
52. Upsell Futility
Duración:00:02:20
53. An ER Visit Is More than Great Care
Duración:00:02:12
Tools
Duración:00:00:02
54. Key Reasons to Implement New Technology
Duración:00:02:32
55. Will Text Replace the Telephone?
Duración:00:02:45
56. Review Your Website
Duración:00:03:19
57. Do Video Calls Have a Place in Your Contact Center?
Duración:00:03:48
58. Integrate Your Call Center Tools
Duración:00:03:32
59. Multichannel Integration
Duración:00:03:59
60. Remote Patient Monitoring
Duración:00:02:36
Moving Forward
Duración:00:08:23
About Peter Lyle DeHaan
Duración:00:00:23
Closing Credits
Duración:00:00:23