Consumer Care Centre Banner Health
4:20 PM International Keynote Presentation: Customer Contact in Healthcare: Exploring the Unique Self- Service Transformation, Social Media Adoption and Staff Development in Banner Health’s Customer Contact Centre
Banner Health is one of Arizona’s largest non-profit employers, operating 28 hospitals and several specialised facilities across 6 states. Its Customer Care Centre is a unique, specialised operation, with social media teams, customer care teams and a centralised room service for patient food orders that is responsible for 11 hospitals. Along with its centralised call centre, Banner Health has adopted digital self service tools and social media interaction as a result of changing customer needs for care and service. But as a non-profit service, careful moderation of channels, services and the need for culture change and engagement are necessary to consistently uphold customer service expectations and organisational values, particularly in an age when customer contact is now more public.
- Customer adoption of self service: Educating, supporting and understanding the why and how to ensure it meets the needs of the customer and the right information is available
- How to overcome privacy laws with social media interaction: Creating a new model and strategy for how agents respond via social media and ensure organisation reputation is upheld
- Starting at the root level with supporting staff development and engaging them from the beginning to assist with developing seamless approach and strategic initiative to embrace digital tools