Achieving universal liaisons and healthcare contact center centralization through the use of decision support tools

<p>Healthcare contact centers often experience a large volume of calls and traditional standardized guidelines can be difficult to follow during an active call. While more common workflows can be memorized, they change often because Healthcare is a dynamic field. Constant updates to workflows, an abundance of different processes and provider preferences, and a fast paced environment can lead Customer Service Liaisons (CSLs) to handle patient inquiries incorrectly. Active decision support tools enable a CSL to follow an updated workflow without needing to navigate through complex guidelines and emails. This research shows that contact center centralization through the use of decision support tools can reduce Average Speed to Answer by 70 seconds even with an increase to Average Handle Time by 30 seconds. This research also identifies key features the tool may need to facilitate widespread adoption by clinicians and CSL alike.</p>

Name thesis:degree_name

Master of Science in Industrial Engineering (MSIE)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Systems Science and Industrial Engineering

Year

2018

Author dc:creator

• Fiacco, Jared S

Contributors dc:contributor

• Dr. Mohammad T. Khasawneh

• Applied sciences
• Centralization
• Contact center
• Decision support system
• Healthcare
• Mirco-process automation
• Resource utilization
• Operations Research, Systems Engineering and Industrial Engineering

Repository record dc:identifier

https://orb.binghamton.edu/dissertation_and_theses/83

OAI identifier oai:identifier

oai:orb.binghamton.edu:dissertation_and_theses-1088