Consulting Services
Healthcare Contact Center Management
Contact Center Management, Because Patient and Member Satisfaction Counts
Our Approach
The quality of your Patient and Member Experience is a differentiator in an increasingly competitive and value-driven field
With patient, member, provider, and sponsor expectations along with risk of negative social media mentions at an all-time high, Contact Center operations are taking center stage in the quest for exceptional service and access — creating a need for Contact Center leadership and management that is proactive, flexible, informed, and exceedingly patient-centric.
Our Approach
The Northridge Group specializes in the implementation of transformational change within the full range of our clients’ patient and member service operations.
We provide best-of-breed consulting to brands that recognize effective Contact Center Management as a hallmark of exceptional care. Our consulting model is highly collaborative and designed to maximize the value of customer Contact Centers, while balancing the demands of compliance, quality, inclusion, and compliance. The result is sensible and sustainable end-to-end, cross-functional process improvements.
Our Solutions
An Outside-In View
Approaching each project with an outside-in view, our team of proven experts enables your organization to realize best-in-class contact center operations. The breadth of recommendations span:
Capacity planning
Workforce optimization
Sourcing decisions
Queue strategy
Workflow design
Use of technology
Metrics
Performance management
Hands-on and Highly Engaged
“Northridge was very hands-on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation.”
CALL CENTER SITE DIRECTOR, FORTUNE 50 HEALTHCARE FIRM
Northridge Success
Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement
Northridge provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.
Northridge Perspectives
Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data...
Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is...
Improving Customer Experience by Empowering A Compassionate Workforce
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go...
Our Contact Center Consulting Services
Effective Contact Centers for Enhanced Customer Experience
Our customer-centered process begins by evaluating channel preferences and service expectations from your customers’ point-of-view. Leveraging critical customer insights and decades of executive-level experience, our Contact Center Management consultants work with your organization to identify important opportunities for process consistency, channel alignment, operational improvements, and financial efficiency—enhancing the lifetime value of customers to your organization.
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
