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Power up Customer Service in Healthcare


Improving and leveraging on patient engagements has become a crucial element in the healthcare industry to keep up with the growing demand for quality services and meet transparency and legal compliance. An aging population requires the best of treatments, and would opt for such a center where they offer such treatments; but the quality and endurance of the treatment alone will not help the center. Along with the best healthcare facility provided, the center ought to provide efficient and effective customer service. Hence, healthcare providers are seeking ways to operate more efficiently without compromising on delivering high standards of patient care.

Patients have high expectations for self-service access to their personal information including medical records, history logs, confirmation updates, health reminders, educational updates etc,. Self-service options are migrating patient inquiries from the medical staff; enabling the staff to dedicate their time in delivering better standards of care.

Delivering great customer service is not a matter of happenstance, healthcare providers will have to invest their resources in implementing a suitable technology solution that will ease patient interactions and reduce costs in the long run. Contact Center technologies help in breaking communication silos that were previously independent of each other, enabling the agents to track and access information when required; without overwhelming the agents with information. This allows the agent to utilise the context and resources available, and apply them in furnishing best practices to resolve patient issues.Routing technologies also plays a crucial role in delivering intuitive experience to the patient; routing the interaction to the agent that has the best resources to resolve the patient’s issue.

  • Break departmental silos: Patients records and prescriptions are often a difficult task to manage efficiently. Technology solutions will facilitate in prioritize and proactively distributing tasks. Smart technology solutions will also play a hand in gaining on operational efficiency, meeting SLA’s and maintaining legal and regulatory compliance
  • Proactive notifications: Patients will be informed on their appointments and other information avoiding the call center to be swamped by agents looking for the patient’s information.
  • Proactive Web Engagement: Technology solutions monitor social medias and keep track of customers logs; this helps in resolving the patient’s issue before they wish to switch to costlier channels of interaction.
  • Reduce Call Abandonment Rates: Smart technology solutions regulate and track abandoned calls and provides contact information to agents allowing them to call back the patient, which otherwise would be offend the patient.

With the help of smart technologies, that aspires to transform customer service at all levels of the organization, healthcare providers will be able to drastically improve their operational efficiency and customer experience while minimizing operational overheads.


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