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Helping healthcare organizations improve the patient experience.

VoC Consulting Group specializes in improving patient engagement and contact center operations. They transform contact centers into strategic hubs, orchestrate patient journeys, and enhance engagement using customer feedback techniques to create a seamless experience for patients and physicians.

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Your customer is talking.

Are you listening?

The Voice of the Customer is powerful, if you use it effectively. Do you?   

01

Paitent Access Strategy 

Rethinking how delivering exceptional customer service can be a key differentiator will drive healthcare to find new ways to provide patients with access to healthcare.

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02

OMNI-CHANNEL OPTIMIZATION

An integrated patient access center is able to interact with patients, caregivers and physicians in their media channel of choice, including telephone, web chat, text and email. 

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03

VOICE OF THE CUSTOMER

Let the voice of the customer drive operations to see an improved patient experience, the ability to scale with increasing call volume, and greater freedom for clinical staff to focus on the patient.

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04

RETENTION

A custom designed retention program to attract and engage great employees, builds lasting loyalty to ensure a stable workforce.

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"VoC is a trusted advisor, mentor, and teacher to our patient access team. Their extensive expertise in developing patient access and patient engagement strategies has set a decisive course of improvement."

Healthcare Account Executive

Are you ready to improve your customer experience?

"VoC helped us see the bigger picture and realign our strategy from patient satisfaction to true patient engagement."

Academic Medical Center Executive

Industry Insights...
 

Check out the VoC Blog for the latest insights into patient access strategy, omni-channel optimization, how to use the voice of the customer to drive call center success, and staff retention. 

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Phone: 847.420.4602
Email: fran@vocconsultinggroup.org

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