Training & People

Rigorous contact agent training is a top priority at H-LINK. Our team of training and quality specialists is dedicated to providing intensive instruction for new employees and continuing education for experienced contact agents. H-LINK's training regimen is designed to instill devotion to the highest customer care standards as well as proficiency in a range of call processing skills, including:

• Techniques for effective information management
• Principles of effective verbal communication
• Protocol-based decision making reflexes

New employees in both the Medical Response and OnCall divisions learn in small groups led by a dedicated trainer. This is a graduated process during which the trainer administers a detailed curriculum and certifies the proficiency of each contact agent at successive stages of expertise. The training curriculum blends a variety of learning techniques, including:

• Extensive text-based instruction
• Study of audio-visual representations of typical call situations
• Observation and analysis of live call processing by certified contact agents
• Scenario-based drills and exercises
• Partnered call handling for extended periods
• Certification testing

Continuing education programs maintain customer care standards and expand the range of task certification for individual employees. Among the training resources are:

• Frequent, periodic evaluation of audio and video call records
• Team-based discussion of workflow challenges
• Proactive error discussion and analysis
• Customized training modules for the introduction of clients with specialized needs

We are your connection to the complex world of healthcare communication.