Elevating Healthcare Experiences: The Importance of Contact Center Excellence

For healthcare organizations seeking to provide compassionate, efficient, and effective care, contact center excellence is no longer optional; it is essential. At Signature Performance, we understand that a contact center is not just a support function—but a portal to the healthcare experience as a whole. When we first launched our contact center in 2019, we intentionally named our operation the Customer Experience Center because we knew our objective was to provide positive, industry-leading experiences to customers, and not just answer calls. Our team of healthcare professionals is dedicated to our mission of improving the health of our clients’ business and making the lives of the people we work with better through our customer service and contact center excellence. 

Three Reasons Contact Center Excellence is Essential to Healthcare Performance

Reduce Administrative Burden

Healthcare providers and patients are increasingly burdened by administrative obstacles and demands. An efficient contact center can alleviate that burden by effectively managing scheduling, eligibility verification, claims status, and other non-clinical inquiries—allowing providers to focus on what matters most: delivering high-quality patient care.

With healthcare administrative costs accounting for more than 40% of total healthcare expenditure in the United States, we believe our work to reduce administrative inefficiencies is essential to improving the healthcare experience as a whole. Our Customer Experience Center routinely exceeds industry-standards and ensures timely and accurate claim resolution for patients, providers, and their beneficiaries. 

Enhance Revenue Cycle Performance

Signature’s Customer Experience Center representatives play a critical role in revenue cycle optimization, from eligibility to billing questions and claims resolution. When contact center operations are streamlined and staffed with knowledgeable representatives, revenue integrity improves, claim denial rates decrease, and patient collections become more effective. As a full-service healthcare administrative services company, we know the importance of understanding the full picture of the revenue cycle and the financial impacts that can occur if the process is not operating like a well-oiled machine.

Enable Scalability and Flexibility

With over 1,200 Signature Associates located Nationwide, our Customer Experience Center operates 24/7, 365 days a year to ensure timely and accessible service to patients, providers, and beneficiaries. In times of crisis—like public health emergencies—contact centers must have the ability to scale rapidly while still maintaining high-levels of quality. Signature Performance’s contact center solutions are built with flexibility at the forefront, using advanced technology, analytics, and highly trained representatives that can adapt quickly to the ever-changing needs of the healthcare industry.

The Signature Performance Difference

At Signature Performance, we combine our industry-best talent, streamlined tools, and state-of-the-art technology solutions to deliver our world-class Customer Experience Center services. We leverage data-driven insights and empower our team to resolve issues with empathy, agility, and accuracy. Our approach not only enhances the patient and provider experience, but also contributes to improved operational efficiency and financial performance for healthcare organizations. 

We are passionate about healthcare transformation and are proud to be a trusted partner behind some of healthcare’s most important organizations. In an industry where every interaction can impact a life, we believe contact center excellence is more than good business—it is essential to providing good care. 

Join us on our quest to redefine the standard of healthcare excellence.