Overview

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.

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Peter Lyle DeHaan, PhD, is a call center veteran. His lifetime of experience includes leading and managing a multi-location call center, employment with an industry vendor, call center consulting, and publishing call center books and periodicals. Learn more at PeterLyleDeHaan.com.

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