Updated on October 1, 2024
Healthcare organizations (HCOs) are having a difficult time in 2024.
A 2023 report from Definitive Healthcare says that many US hospitals don’t have enough workers.
Staff shortages make it difficult to treat patients quickly and adequately, so many hospitals and healthcare providers often ask people who aren’t doctors or nurses to do more work.
To remedy the situation, hospitals find other ways to get enough workers.
Doctors and nurses aren’t the only ones who can help patients. Non-licensed staff, like assistants, receptionists, care coordinators, and even outsourced customer support agents, are vital to healthcare. They do a lot of work to maintain smooth operations and ensure patients receive exceptional care.
So, as a provider, how can you improve patient care? First, we’ll examine how non-licensed staff, like healthcare support agents, can improve patient care and why you should invest in them.
1. Creating a Better Patient Experience With the Help of Support Roles
People working with patients who aren’t doctors or nurses are often the first people patients talk to.
Non-licensed support staff are usually amiable, helpful, and good at talking to people—they make patients feel comfortable and welcome. In many ways, they are the face of the hospital or clinic and help give patients an excellent first impression of the healthcare provider.
A friendly and warm greeting from a patient support agent over the phone or helpful advice from a care coordinator can help patients feel good about their experience.
Personal attention makes patients happier, more loyal, and more likely to recommend a healthcare provider to others. Everyone has been a patient at one point, and we all want good patient service, right?
2. Streamlining Administrative Workflows
Behind successful healthcare organizations are non-licensed staff who work hard to guarantee service quality. They do things like keeping track of patient information, scheduling appointments, and handling bills—all critical tasks in first-hand patient care!
Non-licensed support staff helps licensed individuals do their jobs better, reducing mistakes that could negatively affect patient care.
Using new technology and software, these people can help make things more efficient, reduce wait times, and improve overall productivity. They are good at solving problems, paying close attention to detail, and multitasking effectively—all crucial skills in a busy healthcare environment.
3. Reducing Stress on Licensed Medical Staff
Non-licensed staff are indispensable in supporting doctors and nurses by handling routine tasks that don’t require medical expertise. They can complete non-medical tasks like helping patients fill out forms, preparing exam rooms, or answering basic questions.
This level of support helps doctors and nurses spend more time treating patients and providing the attention that all patients deserve.
The presence of competent, non-licensed staff helps reduce burnout among healthcare providers by easing their workload. As a result, non-licensed support staff can increase retention rates, job satisfaction, and a positive workplace culture.
4. Improving Patient Care Outcomes
When non-licensed staff are well-trained, patients trust them more and get better care.
For example, an excellent medical assistant can take a patient’s temperature, blood pressure, and other important health information. They can also tell if a patient is worsening and quickly talk to a doctor or nurse.
Support staff also help patients stay in touch with doctors and nurses, ensuring they get the care they need and know what to do next. Their ability to provide compassionate care and build relationships with patients usually improves adherence to treatment plans, which most HCOs need to lead to better health.
5. Promoting Cost-Effectiveness
Hiring and retaining non-licensed staff can be a cost-effective strategy for healthcare organizations. Practically speaking, investing in non-licensed roles through Business Process Outsourcing (BPO) can be the help that you are looking for.
Although non-licensed staff may not command the same salaries as licensed medical professionals, they still play an essential role in improving efficiency and patient satisfaction. By maximizing support roles, healthcare providers can get better value while maintaining high-quality care.
Additionally, BPO partners use technology and automation for tasks like data entry, scheduling appointments, and billing, which helps reduce mistakes and streamline operations.
Lastly, as healthcare needs evolve, these partners can adjust staffing levels and services accordingly, keeping operations agile and responsive.
6. Leveraging Technology for Better Care
The work of non-licensed staff has changed because of new healthcare technology.
For example, staff now use computers to keep track of patient information and help patients get care from a distance (e.g., electronic health records (EHRs) to telehealth platforms).
Non-licensed staff are often in charge of keeping patient information up-to-date and private. Support agents also help information move smoothly between different departments so doctors and nurses can see all the vital patient information.
Doctors and nurses can give patients the best care possible with easy access to accurate information.
7. Ensuring Compliance and Safety
Compliance with healthcare regulations is non-negotiable, and non-licensed staff are vital to keeping everyone safe. They ensure patient information is confidential and all records are accurate and up-to-date.
Following best practices and protocols, non-licensed support staff help create a safe and trustworthy environment, prevent problems, and avoid fines.
8. Overcoming Healthcare Language Barriers
The world of healthcare can often feel confusing and overwhelming for many US patients who may not speak English fluently.
Imagine going to a doctor’s office but struggling to understand the forms you need to fill out or the instructions given by the medical staff. For many patients, this is a reality.
People come from various cultural backgrounds and speak different languages, and when they visit a hospital or clinic, they might need help understanding what the staff is saying.
Thankfully, non-licensed outsourced support staff can break down these barriers by providing multilingual support.
In many healthcare settings, non-licensed staff members who speak multiple languages can assist patients who don’t speak English or only speak it as a second language.
Multilingual support is a cornerstone of US healthcare because it helps providers connect with communities and ensure no patient feels left out due to language differences.
Investing in non-licensed staff focusing on language support and cultural sensitivity benefits everyone involved.
- Patients feel more comfortable and receive better care.
- Healthcare providers can focus on their medical work without worrying about communication barriers
- The entire organization benefits from smoother operations and improved patient satisfaction.
ClearSource: Your Partner in Enhancing Patient Care
ClearSource understands the value of non-licensed support staff in improving patient care.
Our outsourcing services can easily integrate into your excellent team and align with your healthcare mission and vision. Whether you need help with admin tasks, patient coordination, or reception, we have the right people to boost your patient care services.
Partner with ClearSource to improve your healthcare facility’s efficiency and patient satisfaction and see the positive impact our dedicated, non-licensed staff can make!
Contact us today to learn more about how we can support your goals.
