The first 30 days
Contact Center Onboarding
Starting a new patient communication partner can feel like a big change, but our team has guided practices through this transition many times.
Global Vision manages the onboarding process from start to finish, working closely with your leadership to build a customized playbook and train a dedicated team that reflects your practice’s tone and standards.
Our structured onboarding process ensures a smooth rollout, minimal disruption to your staff, and a seamless experience for your patients from day one.
Day 1-7
Your agreement is finalized and Global Vision begins assembling your dedicated call handling team. We schedule onboarding sessions with your leadership to build your practice playbook. This playbook serves as the foundation for your service, documenting tone, scheduling rules, workflows, escalation procedures, and the nuances that make your practice unique.
Day 7-21
Your team is trained on the specifics of your practice using the playbook we created together. Agents learn your scheduling processes, patient communication style, and operational procedures so they can function as a seamless extension of your front desk. During this time we test call routing, review scripts, and ensure every scenario is handled appropriately.
Day 22
We generally go live on a Thursday, when call volumes are typically lighter. This allows us to begin handling live calls while closely monitoring performance and making any necessary adjustments in real time.
Day 26+
By the following Monday, your Global Vision team is fully operational and supporting your practice with complete call handling coverage. During the first four weeks, we meet weekly with practice leadership to review calls, discuss trends, and incorporate feedback. After the first month, meetings transition to a monthly cadence, with additional meetings scheduled anytime your team requests them.
Your practice will also have access to live dashboards where you can monitor call activity and key performance metrics at any time.
Your practice gains a trained team that represents your brand with professionalism and consistency on every patient call.