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Meet your patients where they are with 24/7/365 answers to their portal questions - Nuance - ContactCenterWorld.com Blog

Meet your patients where they are with 24/7/365 answers to their portal questions

As patients take increasingly active, hands-on roles in their healthcare—truly becoming part of the care team—they need immediate, reliable access to the medical records, test results, and care plans so they can continue to advocate for themselves.

With the Epic MyChart Patient Portal, healthcare organizations enable exactly that: secure, online, on-demand access to their health information. But as we have written over the last several weeks, it isn’t enough to simply turn on the portal and assume patients will have positive, engaging experiences that keep them coming back. From choosing the features that drive adoption to attaining and maintaining organizational buy-in, there can be a lot to manage—including, perhaps especially, the need and ability to resolve your patients’ questions in real-time.

Consider the patient who’s trying to log into their MyChart on Saturday evening and has forgotten their username and/or password and has been waiting for important lab results. Likewise, patients may have trouble navigating the self-service tools for refilling prescriptions or requesting appointments. They need to reach out to someone for support in that moment or chances are good that they’ll leave the site and not return, meaning your organization is less likely to achieve your meaningful use goals.

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Thus, the focus of the final chapter in our series, “Making the most of your Epic MyChart Patient Portal,” is to answer this key question: how do you help your patients utilize MyChart whenever, wherever, they need help? The allure of a patient portal is its around-the-clock accessibility, but most IT departments are simply not structured to operate and respond to patients in this way.

The answer lies in a real-time, patient-centric support model. Supporting your patients in this way helps encourage adoption of the key features and builds confidence and trust in a well-defined patient portal and, by extension, your office. When you’re evaluating your options, look for a partner who becomes an extension of your own team and shares your view of patient care. In addition, look for a partner who:

  • Knows and understands Epic MyChart, through and through, and can help optimize the development of the patient portal to align with your patient engagement objectives.
  • Understands how to help build a successful cross-departmental committee and gain buy-in for maximum results
  • Acts as an extension of your organization’s patient-centric culture to help navigate billing, prescription refills, e-Visits, eCheck-in processes, and more
  • Provides certified, bilingual representatives to resolve your patients’ inquiries through omni-channel communication 24/7/365
  • Can organize, manage, and support customized outreach campaigns to your patients to help make the most of your investment
  • Resolves patients’ questions quickly and successfully: within an average of 60 seconds on the phone, and in less than two hours via email

Healthcare is, and always will be, personal. When we have questions about our health, we need answers urgently, and not just during “normal” business hours. Make the most of your Epic MyChart patient portal investment by meeting your patients where they are with timely, effective support as they navigate the valuable tools you’ve given them. At the end of the day, you’ll create happier, healthier patients who are actively engaged in their care.

Learn more about the Nuance Epic MyChart Service Desk, and hear from our customer, Dr. Stephanie Lahr, CMIO from Regional Health, about how the service has improved their patients’ experience using, and adopting the patient portal.

Source: https://whatsnext.nuance.com/healthcare/meet-your-patients-where-epic-mychart-patient-portal/

Publish Date: August 21, 2019 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Nuance

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