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Remote Work in Healthcare: Managing Non-Licensed Staff and Virtual Call Centers

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Updated on October 24, 2024

Delivering patient support is a crucial task that requires constant attention and efficiency. Patients expect healthcare providers to assist them regardless of time or place. 

Thus, healthcare providers need to focus on improving the accessibility and operational efficiency of their patient support services.

The COVID-19 pandemic has made remote work an ideal setup for many patient support teams. Businesses can provide enhanced patient support through virtual call centers while driving cost efficiency. However, remote teams still need proper management to function at their best.

This article tackles the best practices in managing a remote healthcare customer support team.

The Most Prominent Setbacks of Remote Work in Healthcare

Remote work in healthcare is more complex than it seems. A remote customer support team has many benefits, but problems can still arise if managed carelessly. 

Here are some of the most common challenges remote teams face:

Remote Teams Are More Prone to Miscommunication.

Remote teams operate through virtual communication, which is much more limiting than in-person interactions. This disadvantage becomes more apparent in a diverse team of customer support staff, with issues like language barriers and cultural differences being significant factors in miscommunication.

Nonverbal cues can also spell the difference between good and poor communication. Remote teams often find interpreting each other’s reactions, engagement, and emotions challenging. This problem may hinder communication and lead to false assumptions that can cause tension.

Remote Work May Limit Collaboration.

Non-traditional work setups can impact collaboration since some remote teams include members from different time zones or working hours. 

Working in different schedules and locations can complicate real-time collaborations, with decision-making delays and the lack of overlapping schedules negatively impacting essential tasks. 

Technological issues are another factor that can limit collaboration. Problems like poor internet connection and incompatible collaboration tools can affect your remote team’s workflow.

Remote Work Can Lower Employee Engagement.

Poor communication and feelings of disconnect among team members severely affect employee engagement. Working in a remote setup can make workers feel more isolated, making building relationships with their colleagues more challenging.

Work-from-home setups leave little room for casual conversations or team-building opportunities. 

Existing communication gaps also decrease engagement. Employees are most engaged when they feel involved and committed to their work. Maintaining transparency and employee involvement in a remote work environment presents a challenge for business leaders.

Effective Non-Licensed Staff Management: The Secret to High-Performing Customer Support in Healthcare

Challenges and setbacks are normal and part of the job, regardless of a team’s work setup. However, adopting a remote work scheme for healthcare customer support can be an ideal business move. 

A virtual call center can benefit your patients if you manage it well. 

As a leader, you must understand the common pain points of remote customer support teams. Being well-informed puts you in a much better position to address challenges before they arise, ensuring exceptional healthcare customer support for your patients and driving your non-licensed team’s success.

4 Best Practices for Non-Licensed Staff Management in Remote Healthcare Support

You can set your remote support staff up for success in many ways. Here are some of the best practices you can apply when managing a remote healthcare support team:

1. Develop Effective Communication Practices.

Miscommunication is detrimental to workplace productivity, and you can prevent it by setting clear expectations from the start. 

Clarifying roles and responsibilities is an excellent way to reduce confusion about objectives and deliverables. When your staff knows their function in the team, they are more productive and commit fewer mistakes. Data suggests that effective communication can increase a team’s productivity by up to 25%.

Another good strategy is to utilize appropriate communication tools for remote work. Tools like Microsoft Teams or Zoom facilitate real-time communication and provide better organization and accessibility among team members.

2. Encourage High Team Productivity.

Challenges in collaboration among remote teams may lead to 10% lower productivity compared to in-person setups.

With all the possible distractions in remote work, leaders must always be active in boosting team productivity. Use project management tools to assign and track tasks. Additionally, time-tracking apps help encourage better time management and accountability.

Lastly, avoid micromanaging your team members, which can negatively impact your team’s performance and morale. Instead, build trust with your team and allow them to take ownership of their work.

3. Invest in Training and Development.

The shift toward remote healthcare support demands training tailored to remote work environments. With patient health and well-being on the line, you must arm your team with the latest knowledge.

Provide access to updated virtual training programs, enabling members to acquire up-to-date information and encouraging independent learning. You can also implement regular coaching sessions to help guide and support them further.

4. Foster a Positive Work Environment.

56% of workers consider workplace culture more important than their pay.

Patient support isn’t easy. It may even be more challenging for remote agents, who are more likely to feel isolated and burnt out. As a leader, you must promote a positive work culture, even with a long-distance team.

You can do so by providing guidance and support through regular one-on-one sessions. Take time to recognize and reward your team members’ achievements. Assessing employee feedback is another way of encouraging transparency and boosting team morale.

People-Centric Healthcare Outsourcing That Drives Patient Satisfaction

ClearSource knows the value people bring to delivering exceptional customer experiences. We extend that philosophy to the people powering our healthcare solutions. 

Driven by our core values, we look for ways to incorporate innovations into our outsourcing solutions while prioritizing our team’s success. These actions contributed significantly to the success of our partners in the healthcare space.

Learn more about what makes us the ideal partner for growing your healthcare customer support team. Schedule a call with a ClearSource expert today!

ClearSource Experience

  • Customizable solutions: We tailor timelines and pricing to fit your specific needs.
  • Dedicated teams: Our team adapts to your unique workflow for seamless integration.
  • 24/7 support: We offer around-the-clock assistance for your peace of mind.
  • Complimentary on-site consultations: We provide expert advice at no additional cost.
  • Scalable support: Our services grow alongside your needs.