CONSULTING SERVICES
How can we revolutionize your healthcare organizations' patient contact centers?
This rise of healthcare consumerism is making it more important than ever to provide an exceptional patient experience. Patients are no longer willing to navigate voice prompts when trying to make an appointment; they will simply hang up and call another provider. Rethinking how delivering exceptional customer service can be a key differentiator will drive healthcare to find new ways to provide patients with access to healthcare.
Patient Access Strategy
An omni-channel contact center relies on an integrated platform that combines analytics, strategy, process, systems integration, technology and operations. By seamlessly integrating these components, the patient access center is able to interact with patients, caregivers and physicians in their media channel of choice, including telephone, web chat, text and email.
Omni-Channel Optimization
While all healthcare organizations aim to be patient-centric, the patient experience is too often impacted by workflows created to disguise internal process flaws, system limitations and risk aversion. Letting the “voice of the customer” drive operations will translate into an improved patient experience, the ability to scale with increasing call volume, and greater freedom for clinical staff to focus on the patient.
Voice of the Customer
While all healthcare organizations aim to be patient-centric, the patient experience is too often impacted by workflows created to disguise internal process flaws, system limitations and risk aversion. Letting the “voice of the customer” drive operations will translate into an improved patient experience, the ability to scale with increasing call volume, and greater freedom for clinical staff to focus on the patient.
Retention
