Managing an in-house healthcare call center is a significant financial undertaking, with the latest reports showing an average of almost $14 million a year. Technology costs can be as high as 25% of that overall cost, based on the size of the total budget of the call center.

Technology Costs of In-house Healthcare Call Centers

From infrastructure and software to ongoing maintenance and IT staffing, the costs can quickly escalate. However, by partnering with an experienced healthcare call center, providers can eliminate these burdensome expenses. American Health Connection (AHC) offers a comprehensive patient communication solution that leverages their own state-of-the-art technology, seamlessly integrating with your Electronic Medical Record (EMR) system.

The High Costs of In-House Call Centers

Operating an internal call center involves substantial investments:

• Technology and Infrastructure: On-premise call center software requires significant upfront costs, including software licenses ($500–$2,000 per agent), installation and setup ($25,000+), and hardware expenses ranging from $20,000 to $500,000.
  
• Maintenance and Upgrades: Ongoing maintenance and updates can cost 15–20% of the initial license fee annually. Additionally, equipment and hardware maintenance can range from $5,000 to $15,000, depending on the size and complexity of the infrastructure.
  
• IT Support: Supporting contact center technology requires dedicated IT staff. The average annual cost per license, including technology and support staff, is approximately $3,900.
  
• Staffing and Turnover: Labor costs, including salaries, benefits, and training, are substantial. The average annual operating cost for a healthcare call center is $13.9 million, with $6 million (43%) allocated to labor costs. High turnover rates, typically in the 30–45% range, further exacerbate these expenses.

The AHC Advantage: Eliminating Technology Costs

By outsourcing patient communication to American Health Connection, healthcare providers can eliminate the aforementioned costs. AHC utilizes its proprietary, state-of-the-art technology platform, which seamlessly integrates with your existing EMR system. This integration ensures a smooth transition without the need for additional technology investments or upgrades.

AHC’s platform offers:

• 24/7/365 Service Availability: Ensuring that patient calls are answered promptly, enhancing patient satisfaction.
• Customizable Workflow Protocols: Tailored to meet the specific needs of your practice, improving efficiency and consistency.
• Advanced Call Routing and Monitoring: Optimizing call handling and providing real-time analytics for continuous improvement.

By leveraging AHC’s technology, healthcare providers can avoid the substantial costs associated with in-house call center operations, including software licensing, hardware purchases, maintenance, and IT support.

Seamless EMR Integration

One of the key benefits of partnering with AHC is the seamless integration of their technology with your existing EMR system. This integration ensures that patient information is accurately and securely updated in real-time, reducing administrative burdens and minimizing the risk of errors. It also facilitates efficient scheduling, appointment reminders, and follow-up communications, enhancing the overall patient experience.

Enhanced Patient Experience

AHC’s dedicated team of trained professionals ensures that every patient interaction is handled with care and efficiency. Their commitment to excellence is reflected in their impressive metrics, including a 3.5-minute average call length and a 3% abandonment rate. By providing consistent, high-quality service, AHC helps healthcare providers improve patient satisfaction and loyalty.

Summary

Managing an in-house call center is a complex and costly endeavor. By partnering with American Health Connection, you can eliminate these expenses and benefit from a comprehensive solution that enhances patient communication and satisfaction. With seamless EMR integration, 24/7 service availability, and a team of dedicated professionals, AHC offers a cost-effective alternative to traditional call center operations.

To learn more about how American Health Connection can transform your patient communication strategy, get in touch with us today!