The call center has traditionally been thought of as an organization’s voice to its patients, answering calls and transferring them to the right department. A modernized contact center is tasked with much more—creating a connected experience across all channels, for all patients, and at every interaction.
Accomplishing this level of service requires healthcare organizations tapping into their data and turning it into intelligent next steps for patient interactions. Below are three ways you can start using data to make your contact center smarter—and your patient experience better:
1. Know Your Patients
Knowing your patients starts with data. The good news is that whenever a patient interacts with your organization, they share information that is stored in your systems, including your EMR, CRM, scheduling and billing systems. Leveraging this information starts with creating a patient profile that compiles all the available data and then updates it as patients interact with your organization. This creates powerful insights that can be used to help determine why a patient is calling, verify their identity and route them to the right person or department – often without asking for any additional information.
2. Anticipate Patients’ Needs
An intelligent interactive voice response (IVR) system can quickly and efficiently determine the reason for a call based on the patient profile and then provide self-service options or immediately transfer the patient to the best resource. For example, if a caller has an outpatient procedure scheduled for the following week, an intelligent IVR will “see” the appointment and transfer the patient to that department. When the call is transferred, data collected during all previous interactions is provided so the staff member answering the call can effectively pick up where the automated system left off. This creates a seamless transition from the automated environment to a live interaction with the contact center staff.
3. Personalize the Patient Experience
Answering the same questions multiple times is annoying to patients and makes calls longer than necessary. Integrating patient data across all channels delivers intelligent, personalized patient experiences based on interactions that are tracked and captured by the system over time. Combining a caller’s information with their interaction history across multiple channels ensures that future contacts will be more relevant and personalized than the last. For example, contact center staff should be able to see that a patient accessed a portal to resolve an issue, then called the health system’s 1-800 number. The contact center staff should be able to see all information collected during the previous interaction and then be prompted to ask related questions, making exceptional service possible during every single interaction.
The ability to consistently show patients they are known across multiple channels helps healthcare organizations deliver faster, more convenient service. Leveraging data and analytics gives contact center staff the information they need to have more meaningful interactions and build stronger relationships with your patients.
Want more ideas on how to make your contact center smarter? Read our White Paper to find out how to make all your patient interactions easier and more efficient.