Empathy in telehealth support services: how to cultivate the unteachable (part 2 of 2)

…Telehealth visits are up 3,000% on their pre-pandemic levels, according to McKinsey & Company. Added to this is the emergence of outcome-based models of care and a meteoric rise in customer expectations. The result? Telehealth support providers find themselves an increasingly vital link in a high-pressure service chain that needs to deliver empathetic service, at […]

Empathy in telehealth support services: how to cultivate the unteachable (part 1 of 2)

…Telehealth visits are up an incredible 3,800% compared to pre-pandemic levels, according to McKinsey & Company. While great for business growth, this deluge also exposes where certain telehealth support providers are falling short on patient experience. As value-based models of care continue to replace the outdated “transactional consultation” approach, meeting patient expectations increasingly requires empathetic […]