Course Design: How to Identify Triage Hot Words for Non-Clinical Agents

Over the past three years, I have been delivering training for a startup health care call center in Denver, CO. The call center services multiple primary care clinics around the Denver metro area assisting them with scheduling appointments, provider-to-provider referrals, and 24/7 phone access to nurse triage services. At the start of 2018, I decided … Continue reading Course Design: How to Identify Triage Hot Words for Non-Clinical Agents