Hire Customer Support Team for Digital Healthcare

Assessing a Customer Service (C.S.) candidate’s experience in healthcare involves a multi-faceted approach to ensure they possess the necessary skills, knowledge, and demeanor to excel in this specialized field. Here are key strategies to evaluate their experience effectively:

1. Reviewing Work History and References

• Healthcare-Specific Roles: Look for previous roles in healthcare settings, such as hospitals, clinics, or digital health companies. Positions like patient support representatives, medical office assistants, or telehealth coordinators are particularly relevant.
• References and Recommendations: Contact previous employers in the healthcare industry to verify the candidate’s experience and performance. References can provide insights into their work ethic, reliability, and how well they handled healthcare-specific responsibilities.

2. Conducting Behavioral Interviews

• Scenario-Based Questions: Ask candidates to describe specific situations they have encountered in their previous healthcare roles. Examples include handling patient complaints, explaining medical procedures, or managing sensitive health information. This helps assess their problem-solving abilities and experience in real-world scenarios.
  • Example Question: “Can you describe a time when you had to handle a difficult patient issue and how you resolved it?”
• Healthcare Knowledge Questions: Probe their understanding of healthcare regulations, medical terminology, and the specific digital health technologies your company uses.
  • Example Question: “What steps do you take to ensure compliance with HIPAA regulations in your daily work?”

3. Technical Skills Evaluation

• Practical Tests: Administer practical tests to evaluate their proficiency with relevant software and tools. This can include CRM systems, telehealth platforms, and electronic health records (EHR) systems.
• Technology Familiarity: Ensure they are comfortable with the digital tools and platforms your company uses. Ask about their experience with specific technologies like mHealth apps, telehealth systems, or SaMD (Software as a Medical Device).

4. Soft Skills Assessment

• Communication Skills: Evaluate their verbal and written communication skills through interviews and written assessments. Effective communication is crucial for explaining complex health-related information to patients.
• Empathy and Patience: Assess their ability to empathize with patients and remain patient during challenging interactions. Role-playing scenarios can be useful for this.
  • Example Scenario: “A patient is frustrated with a technical issue in the telehealth app. How would you handle this situation?”

5. Cultural Fit and Adaptability

• Company Culture Alignment: Assess how well the candidate’s values align with your company culture. This includes their approach to teamwork, customer service philosophy, and adaptability to your organization’s way of working.
• Learning Agility: Evaluate their willingness and ability to learn new processes and technologies. In the fast-evolving field of digital healthcare, continuous learning is essential.

Recruiting for customer support roles presents several challenges:

1. Limited Pool of Qualified Candidates: The demand for skilled customer support professionals often exceeds supply. To address this, Zuswork uses a robust and proactive recruiting strategy that includes skill mapping tools and targeted searches across various platforms.
2. High Recruitment Costs: Recruiting top talent can be expensive and time-consuming. Zuswork helps mitigate these costs by providing cost-effective offshore hiring solutions.
3. High Competition: The competition for top customer support talent is intense. Zuswork enhances your competitive edge by showcasing your company’s unique value propositions and offering attractive compensation packages.
4. Ensuring Cultural Fit: Finding candidates who align with your company culture can be challenging. Zuswork ensures cultural fit by involving current team members in the interview process and conducting thorough behavioral interviews.

By partnering with Zuswork, you can overcome these challenges and build a dedicated customer support team tailored to your needs.

Evaluate candidates on both technical and soft skills. Soft skills such as strong communication, adaptability, and emotional intelligence are critical in virtual care settings. Using psychometric assessments and structured interviews can help identify candidates who are not only technically proficient but also fit well within the organizational culture​.