Create a Single Patient Front Door
Imagine a centralized patient access environment that greets every patient with a consistent, branded and personalized user experience, regardless of the channel they are using. Begin by identifying where your organization is on the journey, so you know where to focus your efforts and technology investments.
Then follow these three steps as guideposts for modernizing your contact center. If you’ve completed step 1 below, then you’re ready to begin making the “single patient front door” a reality by focusing on steps 2 and 3:
Step 1: Begin creating a consistent, unified experience
Patients call any number and are immediately greeted with a consistent voice that quickly determines the reason for their call, and effortlessly gets them to the best available resource.
• Automate simple requests, like facility directions and appointment updates. This often cuts call volumes in half and frees up agents to help patients with more complex questions.
Step 2: Build a truly connected patient experience
Patients’ calls are routed to a centralized scheduling system where two simple pieces of information verify their identity.
• Integrate smart self-service using a speech recognition IVR system. Patients can quickly self-serve by simply asking for what they want. This reduces menu options and lowers call abandonment rates.
• Connect all patient data stored in backend systems, such as CRM, EMR and billing, for more proactive and seamlines patient interactions.
Step 3: Anticipate patient needs with predictive tools
The self-service system identifies patients and integrates across all channels—contact center, website, portal, or mobile—for a truly connected, multichannel experience.
• Bi-directional awareness knows when a call placed to a patient results in a call back. This helps agents quickly identify callers and address individual needs.
• Use preferred channels by analyzing patients’ interaction history across multiple communication channels (voice, website and text) to proactively identify preferences.
• Opt-in text users by detecting calls from mobile phones and asking patients if they want to receive appointment reminders and other communications via text.
Modernizing the healthcare contact center can positively impact patient experience, staff utilization and the bottom line. Learn how West meets data integration needs while maintaining an unmatched commitment to information security.
Read the White Paper Improving Patient Experience by Modernizing the Healthcare Contact Center