The Healthy Medical Call Center
Peter Lyle DeHaan
This audiobook is narrated by a digital voice.
Is your medical call center healthy or just surviving?
Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better.
In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools.
Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately.
Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing.
The prescription for a healthier medical call center starts here. Get your copy today.
Duration - 3h 35m.
Author - Peter Lyle DeHaan.
Narrator - Digital Voice Maxwell G.
Published Date - Friday, 30 January 2026.
Copyright - © 2026 Peter DeHaan ©.
Location:
United States
Networks:
Peter Lyle DeHaan
Digital Voice Maxwell G
Call Center Success Series
Rock Rooster Books
English Audiobooks
INAudio Audiobooks
Description:
This audiobook is narrated by a digital voice. Is your medical call center healthy or just surviving? Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today. Duration - 3h 35m. Author - Peter Lyle DeHaan. Narrator - Digital Voice Maxwell G. Published Date - Friday, 30 January 2026. Copyright - © 2026 Peter DeHaan ©.
Language:
English
Opening Credits
Duration:00:00:10
Let’s Get Started
Duration:00:01:49
Leadership
Duration:00:00:02
1. Should You Switch Your Mindset from Calls to Contacts?
Duration:00:04:22
2. Channel Specialization versus Multichannel Proficiency
Duration:00:03:56
3. Customer Service Access Points
Duration:00:02:30
4. Orchestrating Change
Duration:00:02:58
5. Do You React to Today or Plan for Tomorrow?
Duration:00:02:21
6. Does Your Call Center Have a Fast-Food Hiring Mentality?
Duration:00:02:32
7. Pursuing Work-Life Balance in the Medical Call Center
Duration:00:03:26
8. What Message Does Your Call Center Send?
Duration:00:02:23
9. Coordinate with Marketing
Duration:00:03:39
10. Finish Each Year Strong
Duration:00:04:04
Management
Duration:00:00:02
11. Measure Success in Medical Call Centers
Duration:00:04:11
12. Evaluate Call Center Success
Duration:00:03:05
13. Empower Your Call Center Staff
Duration:00:02:35
14. Optimize Your Call Center Processes
Duration:00:03:07
15. Video Calls for the Medical Call Center
Duration:00:05:46
16. Make Sure Your Policies and Procedures Reflect Remote Work
Duration:00:02:33
17. Work-at-Home Option for Agents
Duration:00:03:00
18. Managing Home-Based Agents
Duration:00:02:53
19. Stop Reacting and Take Initiative
Duration:00:03:47
20. When Something Goes Viral
Duration:00:03:10
Agents
Duration:00:00:02
21. Celebrate Medical Call Center Agents
Duration:00:02:24
22. New Skills for Today’s Agents
Duration:00:03:28
23. Agent Training and Development
Duration:00:03:09
24. Integrate Call Center Staff
Duration:00:03:43
25. Cross-Channel Strategies
Duration:00:05:38
26. Multichannel Scheduling
Duration:00:04:19
27. Reduce Agent Burnout
Duration:00:03:44
28. Create a Happy and Effective Workforce
Duration:00:04:35
29. Show Your Appreciation
Duration:00:02:18
30. Focus on the Good Calls
Duration:00:03:10
31. Be Thankful for Your Job
Duration:00:03:02
Quality
Duration:00:00:02
32. Providing Ongoing Skills Training
Duration:00:04:03
33. Provide Quality Service
Duration:00:02:22
34. The Quality Promise
Duration:00:02:32
35. Set Up a Quality Assurance Program
Duration:00:03:49
36. The Benefits of Outsourcing
Duration:00:03:30
Perspective
Duration:00:00:03
37. Does Your Medical Call Center Need a New Name?
Duration:00:02:56
38. Do You Have a Mission Statement?
Duration:00:02:09
39. Embrace Your Stakeholders
Duration:00:03:24
40. Align with Your Organization
Duration:00:03:23
41. Integrate Your Call Center Operation
Duration:00:03:29
42. Build a Strong Team
Duration:00:04:38
43. Staff Is Key
Duration:00:04:08
44. Increase Your Call Center’s Internal Visibility
Duration:00:02:54
45. Is Your Call Center Still Centralized?
Duration:00:03:49
Patients
Duration:00:00:02
46. Improve the Patient Experience
Duration:00:04:12
47. Lessen Patient Frustration
Duration:00:02:55
48. Enhance Patient Satisfaction
Duration:00:03:34
49. Go Beyond the Call
Duration:00:03:16
50. Provide Multichannel Access
Duration:00:04:29
51. Tips to Deal with Angry Patients
Duration:00:05:41
52. Upsell Futility
Duration:00:02:20
53. An ER Visit Is More than Great Care
Duration:00:02:12
Tools
Duration:00:00:02
54. Key Reasons to Implement New Technology
Duration:00:02:32
55. Will Text Replace the Telephone?
Duration:00:02:45
56. Review Your Website
Duration:00:03:19
57. Do Video Calls Have a Place in Your Contact Center?
Duration:00:03:48
58. Integrate Your Call Center Tools
Duration:00:03:32
59. Multichannel Integration
Duration:00:03:59
60. Remote Patient Monitoring
Duration:00:02:36
Moving Forward
Duration:00:08:23
About Peter Lyle DeHaan
Duration:00:00:23
Closing Credits
Duration:00:00:23