Healthcare Services
Improving while extending accessibility to comprehensive healthcare services – cost-effectively.
Improving while extending accessibility to comprehensive healthcare services – cost effectively. Boomers are forcing the need and driving the change. Consumer use of mobile technology is simplifying the transition.
Chronically Overwhelmed. Underfunded. Understaffed.
The COVID-19 pandemic and chronic underfunding in recent years have overwhelmed the healthcare industry. Add to this the reality of increasing shortages of Doctors, Nurses, Personal Care Workers, and Administrative staff who are no longer able to work under these conditions and/or are increasingly concerned about additional crises.
A contact center can become the main point of contact for both inbound and outbound ‘as needed’ services and ongoing patient support. Healthcare providers and healthcare related organizations know that keeping patients engaged and providing them a timely and empathetic experience is of primary importance to keeping patient fears in check, while helping everyone have a better overall healthcare experience.
Proactive versus Reactive Patient (and Caregiver) Engagement
At the same time, Healthcare Systems are increasingly under pressure from non-traditional healthcare providers who apply innovation and technology to improve how people take care of their health. Flexibility is now key, and traditional Healthcare Systems are typically more limited in their ability to adapt due to their legacy systems, proprietary technologies, lack of modern APIs, and increasingly, personal privacy and healthcare information security concerns.
Integrating more flexible technologies with traditional core systems drives innovation more easily across the institution’s infrastructure. Leveraging those legacy core systems while complementing them with innovative and more adaptable digital capabilities, such as SMS alerts and voice or email notifications, chat, and video, will empower healthcare organizations to keep pace with changing patient expectations.
Make Patient and Caregiver Engagement a Priority
The reality is that Healthcare is never static, and the flexibility provided by a fully integrated approach has now become an absolute requirement. Adding digital technologies addresses specific shortcomings in existing capabilities, providing a much better experience for both patients and caregivers. A patient may now choose to engage with a healthcare provider while at home and be provided with some initial guidance to deal with the situation via a call, text message, or video, while deferring the need to go to the Hospital. They may receive help during a call while a message triggers ambulance or emergency services support. Patients have come to expect to be able to use whatever communications channel best meets their needs at any moment in time in their daily lives, the expectation is that they should be able to do so when taking care of their health as well.
Digital Health Can Now be Provided to People Everywhere
Healthcare Systems that continuously look forward will be able to benefit from the increased flexibility that digital technology provides them. They will be able to deliver better services, more quickly and to a more geographically dispersed group of people that could not previously get leading-edge healthcare without the use of digital tools and capabilities.
Use Cases
Evolving to Meet Constantly Changing Patient Needs and Expectations
Use Case
Proactive Wellness Care
Solution Set
Applied Solutions
AudioBranding for professional messaging at all touchpoints. Self-service and voice biometrics for identity verification. Contact Center as a Service for comprehensive inbound & outbound patient and staff communications, leveraging Microsoft Teams UC for enhanced collaboration (incl. Teams video) between care staff, and extended to patients. Proactive Outbound Notification engages with patients on the devices they prefer, to remind them to follow specific protocols, refill prescriptions and to confirm upcoming appointments. SmartQuality used to standardize caregiver and support staff evaluations, eliminate bias and ensure patients are treated with empathy. AI Insights gathers information from all patient conversations, identifying any serious issues and ensures Patient EMR records are updated with pertinent information. Call Recording and QMS records, indexes and protects and encrypts all patient conversations – for follow-up if required.
Use Case
Patient Engagement and Virtual Visits
Solution Set
Applied Solution
Enghouse Connect integrated with Cloud Contact Center for both communications and collaboration. Patient/Doctor session conducted over EnghouseUC videochat – using QMS for Cloud the call is recorded and indexed for easy retrieval and playback. Conversation is transcribed for inclusion in Patient’s EMR via CTI . HIPAA and all other privacy regulations adhered to.
Use Case
Improve the Patient Experience
Solution Set
Applied Solutions
Call Recording and Quality Management is deployed to record all inbound and outbound calls. Each call scanned, analyzed and indexed for key words, phrases or terms. Content Analyzer reviews calls in real-time, issues identified and triggers specific actions or notifications for immediate follow up. All calls can be appended to the patient EMR along with the recording. SmartQuality ensures all healthcare provider behavior is accurately tracked and exceptions identified for coaching and training.
Use Case
Medical and Insurance Claim filing, Billing Status Updates and Payment Reminders
Solution Set
Applied Solutions
Voxtron Resources
Agent Empathy Playbook For the New Reality
The customer experience can be affected by many variables outside your control. Your agents can be the difference between keeping customers engaged with calm and empathy or escalating situations into conflicts. Learn how your agents can defuse tense situations.
Frost & Sullivan: Contact Center Buyer’s Guide 2020
This buyers guide examines the North American contact center market, and covers the contact center on-premise systems and hosted/cloud markets.
Listen. Understand. Act.
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