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Healthcare Call Center 101
A crash course breaking down the fundamentals of building a healthcare call center. Ideal for early stage founders, operators or product teams looking to build right from day 1. You’ll leave this course with over 20+ templates, best practices and a stack of knowledge to help you at every stage of building.
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Laura Stratte, Head of Clinical Operations at Elektra Health
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Fantastic course! Even if you're not running a traditional contact center, there is so much valuable tactical and strategic knowledge shared that you can apply to any organization . Danielle provided so many operating pearls of wisdom (like, a TON) - some that I was able to put into practice almost immediately. Also, Danielle is just kick ass and an amazing teacher! I definitely recommend!
Jon Wang, Co-Founder & CEO at Assort Health
Thanks for the fantastic course! Despite being swamped with calls each morning, I’ve kept up and found it incredibly insightful for our business. I’m excited to apply what we’ve learned to enhance call center efficiency and better serve our patients. Huge thanks!
Sherwood Callaway, Co-founder/CEO at Opkit (YC S21)
there were so many gems DPo compiled a ton of great resources and made intros to lots of valuable subject matter experts (who themselves were very generous with their time)
Amy Holley, Sr Product Manager at Scan.com
Amazing dive into the very niche and complicated world of healthcare operations. Lots of content and ideas that are designed to be implemented immediately. It is definitely a shortcut to learning many of these lessons and tools the hard way.
Liv Pickett, Senior Manager at Sempre Health
Danielle is remarkable! She turned her past call center challenges into concise, captivating presentations, offering invaluable guidance to fellow operators. I highly recommend taking a course with her, whether you're just starting out or have been in the game for a while. The content, templates, discussions, and networking opportunities offered are unmatched.
Erica Frenkel, Managing Director at Health DesignED
For many health tech companies, the call center services are the core product. Yet, teams often struggle with setting up a world-class call center. DPo's course is a master class in understanding key components, "watchouts," and frameworks for success. The pace and multimodal content delivery make it highly recommended for any company wanting to engage with customers.
Steven Lee, President & COO ianacare
This course was hugely validating and packed in many invaluable insights that we would have otherwise had to learn the hard way. 5/5 stars.
Jeff LeBrun, Digital and Data Products - Freenome
DPo's course is incredible whether you're ramping up for the first time or polishing your skills. She does a great job of breaking down complicated topics and making them engaging. Guaranteed to save anybody at least 1 painful and expensive headache.
Sarah Pollet, VP of Strategy and Operations @ origin
This course was incredible! It was the right pace, the right breadth, the right amount of time required, all the content and speakers were thoughtfully curated, the organization was fantastic, and the structure of each day offered a solid focus that felt extremely relevant.
Maleenee Beuhler Director Care Team Operations @ Boulder Care
One of my favorite parts was Danielle facilitating these conversations. She asks questions I didn't even know I had that really help dive into topics and add clarity.
Hannah Burke, Health Connector Manager at Valera Health
This course was extremely informative and engaging--I feel much more prepared as an Ops Manager to launch a call center!
Clarissa Garcia, Senior Operations Manager Scene Health
The OOP Contact Center course did a great job of providing relevant and actionable information. I wish I had taken this course when our company was first building out our contact center!
Abbas Bader, Product Manager at Somatus
This course was worth it for me just based on the Primer (everything else was a bonus). It gave me the terminology and “lay of the land” needed to understand the context behind asks coming from stakeholders in our call center operation.
Alex Colavin, Co-founder at Stealth co
The OOP Call Center 101 course provided an incredibly modern and practical deep dive into creating and scaling call centers. I'm already getting great feedback from clients about the curriculum I've started incorporating into my startup, and I have no doubt that the course is going to help us avoid learning a number of lessons the hard way.
Laura Stratte, Head of Clinical Operations at Elektra Health
Fantastic course! Even if you're not running a traditional contact center, there is so much valuable tactical and strategic knowledge shared that you can apply to any organization . Danielle provided so many operating pearls of wisdom (like, a TON) - some that I was able to put into practice almost immediately. Also, Danielle is just kick ass and an amazing teacher! I definitely recommend!
Jon Wang, Co-Founder & CEO at Assort Health
Thanks for the fantastic course! Despite being swamped with calls each morning, I’ve kept up and found it incredibly insightful for our business. I’m excited to apply what we’ve learned to enhance call center efficiency and better serve our patients. Huge thanks!
Sherwood Callaway, Co-founder/CEO at Opkit (YC S21)
there were so many gems DPo compiled a ton of great resources and made intros to lots of valuable subject matter experts (who themselves were very generous with their time)
Amy Holley, Sr Product Manager at Scan.com
Amazing dive into the very niche and complicated world of healthcare operations. Lots of content and ideas that are designed to be implemented immediately. It is definitely a shortcut to learning many of these lessons and tools the hard way.
Liv Pickett, Senior Manager at Sempre Health
Danielle is remarkable! She turned her past call center challenges into concise, captivating presentations, offering invaluable guidance to fellow operators. I highly recommend taking a course with her, whether you're just starting out or have been in the game for a while. The content, templates, discussions, and networking opportunities offered are unmatched.
Erica Frenkel, Managing Director at Health DesignED
For many health tech companies, the call center services are the core product. Yet, teams often struggle with setting up a world-class call center. DPo's course is a master class in understanding key components, "watchouts," and frameworks for success. The pace and multimodal content delivery make it highly recommended for any company wanting to engage with customers.
Steven Lee, President & COO ianacare
This course was hugely validating and packed in many invaluable insights that we would have otherwise had to learn the hard way. 5/5 stars.
Jeff LeBrun, Digital and Data Products - Freenome
DPo's course is incredible whether you're ramping up for the first time or polishing your skills. She does a great job of breaking down complicated topics and making them engaging. Guaranteed to save anybody at least 1 painful and expensive headache.
Sarah Pollet, VP of Strategy and Operations @ origin
This course was incredible! It was the right pace, the right breadth, the right amount of time required, all the content and speakers were thoughtfully curated, the organization was fantastic, and the structure of each day offered a solid focus that felt extremely relevant.
Maleenee Beuhler Director Care Team Operations @ Boulder Care
One of my favorite parts was Danielle facilitating these conversations. She asks questions I didn't even know I had that really help dive into topics and add clarity.
Hannah Burke, Health Connector Manager at Valera Health
This course was extremely informative and engaging--I feel much more prepared as an Ops Manager to launch a call center!
Clarissa Garcia, Senior Operations Manager Scene Health
The OOP Contact Center course did a great job of providing relevant and actionable information. I wish I had taken this course when our company was first building out our contact center!
Abbas Bader, Product Manager at Somatus
This course was worth it for me just based on the Primer (everything else was a bonus). It gave me the terminology and “lay of the land” needed to understand the context behind asks coming from stakeholders in our call center operation.
Alex Colavin, Co-founder at Stealth co
The OOP Call Center 101 course provided an incredibly modern and practical deep dive into creating and scaling call centers. I'm already getting great feedback from clients about the curriculum I've started incorporating into my startup, and I have no doubt that the course is going to help us avoid learning a number of lessons the hard way.
Things You'll Get From This Course
Meet your people
Learn alongside your peers who are similarly in the call center trenches. There are only so many of us.
1
Templates galore
Get 20+ actually helpful templates/resources to help you make decisions faster and create structure amongst the never-ending ambiguity.
2
Real world examples
We’ll share how these concepts come to life practically so that you can do it even better and not make the same costly mistakes.
3
Foresight
Throughout the course you’ll gain confidence to apply these concepts into your own business and level up faster than a rare candy glitch.
4
Danielle is a healthcare operator and advisor. Most recently, she was the first employee and Head of Operations at Better Health. In this role, she built a call center that processed over 40,000 calls, supporting thousands of members. In that time she learned a lot of things the hard way and tbh, it was rough (and expensive).
Now that her contact center wounds have healed, she’s helping others in their journey of building one and making sure they’re set up for success! Her goal is to help operators strategize and build at the same time. Ya know, because operators somehow have to do both simultaneously.
Course Syllabus & Schedule
Module 1
Day 1
Contact Center Primer
We’ll start by introducing what contact centers are as well as how to design with the user in mind. Then, we’ll transition into a deep dive of every channel type (phone, email, SMS, chat). We’ll go over the tradeoffs, technical mechanics, key metrics, common mistakes and pro tips for each channel.
Module 2
Day 2
In-house vs. outsourcing & Documentation
On day 2, we’ll discuss methods to ensure documentation is high impact, as well as best practices for doing so. Subsequently, we’ll do a deep dive into the ever-debated world of inhouse vs. outsourcing a function. We’ll lay out tradeoffs, use cases, frameworks to help you decide which is right. Beyond that, we’ll share case studies, and practical guides on how to set up each for success ranging from vendor assessment to device provisioning.
Module 3
Day 3
Forecasting, Hiring and Org Design
We’ll be joined by Clare Frye, a healthcare contact center veteran who will go over a playbook for how to forecast staffing, hire, train, and scale a contact center team. We’ll be sharing case studies and loads of frameworks, templates and guides to help teams get building right away.
Module 4
Day 4
Software Selection
Software selection is often the trickiest part of building any call center - the options are seemingly endless, and the decision can be your biggest blocker and unlock to growth. Alongside Dave Bour, a healthcare IT wizard, we’ll go over how to pick the right software, implement it successfully through a series of real world case studies.
Module 5
Day 5
Continuous Improvement
In contact centers, it’s not enough to set it and forget it. In Day 5, we’ll discuss the building blocks of the function including, the QA, training, coaching, and root cause analysis. There will be several templates to help you stand up the functions. We’ll also go over methods for cross-functional knowledge sharing and collaboration.
Module 6
Day 6
Case Study
On the final day we’ll roll up our sleeves and see how all of this comes to life in the real work within the realities of a startup environment. By the end, you’ll be sad it’s over but glad it happened!!
Module 7
Day 7
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Module 8
Day 8
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Module 9
Day 9
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Module 10
Day 10
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Frequently Asked Questions
How do you define a call center? We have SMS, email and other support channels.
We use the term call center with contact center interchangeability in this course. It’s just less of a mouthful that way. However, we will be going over support channels including SMS, email, and chat. This course is certainly for you if phone isn’t your main (or only) channel!
Who is this course for?
This is particularly designed for members of operations, sales, product and customer experience teams. If you have a team or are building one that interacts with customers (and prospective ones) via phone, chat, email, or SMS, this is the course for you. And if you identify with any of this below, then this course is also for you:
- If you have a sales team managing leads, through all channels (phone, email, chat, sms)
- If you have representatives handling service issues, through all channels (phone, email, chat, sms)
- If you’re building an in-house contact center (call center) team, which could be domestic or international.
- If you already have a service and or sales teams but are becoming your own bottleneck to growth.
- If you’re looking to level up your customer experience operations.
Who is this course NOT for?
We’re not going to get into the super scaling mode of contact centers. If you’re building a 500+ seat contact center, your needs are quite different. If you’re completely outsourcing your contact center function, this may not be for you. Lastly, this course is not specifically designed for clinical level call centers (diagnosing, nurses on staff), but many of the technology principles will be similar. We plan to launch an add-on course for clinical teams and larger scale contact centers, please email us if you’re interested (danielle@outofpocket.health)
Should I take this class solo or bring in some team members?
Contact centers are by nature, very cross-functional. We recommend bringing together multiple people from your organization, and will offer a discount for 3 or more people from a single org. The earlier we bring in internal stakeholders, the better. Consider this a fast-track to alignment.
Will I finally hit under <5% abandon rate and 99% FCR?
Maybe!! In our course, you’ll learn about the tactics that can help you get there, but at the end of the day, it’ll be on you to apply them and it make it happen! Also, that’s just a crazy goal, I wouldn’t recommend it!
How much is it?
The current price for the async version of the course is $850. We will also be offering a group rate for organizations that bring 3 or more team members. For group or corporate bulk discounts, email us at danielle@outofpocket.health
Do I have to be at every session?
Each session is 1.5 hours, and the course consists of 6 sessions. Recordings will be available after the session, but you’ll get a lot more from engaging live, asking questions, and being there for the interactive parts.