Document Type
Thesis
Date of Award
8-2018
Keywords
Applied sciences, Centralization, Contact center, Decision support system, Healthcare, Mirco-process automation, Resource utilization
Degree Name
Master of Science in Industrial Engineering (MSIE)
Department
Systems Science and Industrial Engineering
First Advisor
Dr. Mohammad T. Khasawneh
Subject Heading(s)
Applied sciences; Centralization; Contact center; Decision support system; Healthcare; Mirco-process automation; Resource utilization; Operations Research, Systems Engineering and Industrial Engineering
Abstract
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.
Recommended Citation
Fiacco, Jared S., "Achieving universal liaisons and healthcare contact center centralization through the use of decision support tools" (2018). Graduate Dissertations and Theses. 83.
https://orb.binghamton.edu/dissertation_and_theses/83
