We Know Your Contact Center - Any Vendor

Tailor Your Contact

In today’s diverse society, understanding the nuances of patient demographics is paramount for effective communication, especially in healthcare contact centers. Patient profiling offers a structured approach to understanding these differences and tailoring communication accordingly.

Recognize Individual Needs

  • Demographic Patient Profile
  • Health History
  • Missing Elements
  • SDOH Profile
  • Preferred Contact Methods
  • Custom Agent Selection
  • CSAT Score
  • Preventive Scoring
  • Readmit Risk Avoidance

Take Appropriate Action

  • Bot or Agent Handling
  • Call Deflection to Digital
  • Correct Escalation Points
  • Geographic Routing
  • Circumstantial Routing
  • Financial Consideration
  • Health Equity Matrix
  • Best Agent Vs Next Available

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Benefits of Call-Back-In-Queue

Call back in queue allows patients to hold their place in queue and hang up.  The system will call them back when it is their turn.  This is extremely useful when you are faced with a heavy busy hour or have a variable average talk time for your agents.

If your agents are always busy and have no “future time” available, then a call back option is unlikely to be your best investment.  In this case, you need to find agent time by perhaps introducing automation and call deflection to a digital channel.

An analysis of your call profiles will help identify some of the high priority elements that can help.

Your Most Valuable Asset

A contact center in a healthcare setting acts as a critical interface between the healthcare provider and the patients. It significantly contributes to the patient experience in several ways:

  1. First Point of Contact:

    • For many patients, the contact center is the first point of contact with the healthcare facility. A positive experience at this stage can set a favorable tone for the entire healthcare journey.

  2. Accessibility and Convenience:

    • Patients can reach out for information, schedule appointments, and get assistance with their concerns at their convenience. This ease of access enhances patient satisfaction and engagement.

  3. Information Provision:

    • Contact centers provide necessary information regarding services, treatments, costs, insurance processing, and other administrative processes, which helps in keeping the patients informed and reduces anxiety.

  4. Patient Support:

    • Contact centers provide support before, during, and after a medical appointment. They help with appointment reminders, follow-up care instructions, and addressing concerns which patients may have post-treatment.

  5. Personalized Service:

    • Through the data collected, contact centers can offer personalized services. They can help in tailoring the patient experience to individual needs and preferences, which is highly valued by patients.

  6. Feedback Collection:

    • Collecting feedback through contact centers can help healthcare providers to understand the patient’s perspective and make necessary improvements. This continuous feedback loop is essential for improving the overall patient experience.

  7. Efficiency and Coordination:

    • Contact centers facilitate better coordination among various departments within the healthcare setting, leading to a more efficient and streamlined patient experience.

  8. Healthcare Navigation:

    • They assist patients in navigating through the complex healthcare system, explaining processes, and providing clarity, which can be comforting to patients.

  9. Emergency Response:

    • In some healthcare settings, contact centers are equipped to provide emergency response and support, ensuring that critical care is provided swiftly.

  10. Technology Integration:

    • With the integration of modern technologies like AI and machine learning, contact centers can provide quicker, more accurate, and personalized assistance to patients, significantly enhancing their experience.

  11. Educational Resource:

    • They can serve as a valuable educational resource, providing patients with essential healthcare information and resources which can empower patients to make informed decisions regarding their health.

The effective functioning of a contact center, integrated with a patient-centric approach, significantly contributes to better patient experiences, which in turn builds trust, satisfaction, and loyalty toward the healthcare provider.

Individualizing Patient Experiences

We know that patients come in all shapes and sizes and have their own individual needs.  So why do so many Contact Centers force ALL patients into the same bucket?

It’s important to understand that there are solutions that are able to individualize the patient experience.  You don’t even have to change your current vendor.

An eighty-five-year-old patient has dramatically different needs than a Gen Z patient.  Treating them with the same greeting, workflow, or agent, can be disastrous when it comes to patient satisfaction.

Voice Replication

You have invested hundreds, if not thousands of hours in your corporate voice IVR and Menu-Tree identity, or you have a hodge-podge of voices whenever someone jumps from one menu to the other.

If not, you likely have a robotic voice that sounds just like a robot.  No one wants that.

Now we can create recordings of professional voices with relative ease and replicate the “special” voice that you have invested in.

Talk to us.  We can help put you on the right track.

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