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Change Your Healthcare Billing for the Better with IVR - Plum Voice - ContactCenterWorld.com Blog

Change Your Healthcare Billing for the Better with IVR

The World of Healthcare Billing

A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients.

This article demonstrates how no solution exists in a vacuum. But that just means looking for a single cure-all is a waste of time. The most salient recommendation for making the billing process more customer friendly is to provide practical payment options.

Consider Your Payment Channels

When it comes to the actual payment process there are a lot of different options that healthcare companies can offer to patients. Here’s the kicker though: in order to deliver a truly exceptional customer experience companies have to offer payment options through every channel.

Big companies with lots of customers need to be able to cater to all their customers’ preferences. Picking one or two channels means longer remittance times and having less cash-flow available. If the goal is to process more payments, faster, then limiting payment options runs counter to that goal.

Advantages of Voice

For this reason, adding or upgrading your voice payment channel warrants serious consideration. One of the benefits that voice offers is familiarity; it may not be as ‘sexy’ as paying online, but it’s a trusted and reliable communications medium. That counts for something, especially when it comes to ease of use.

Customers may not want to have to create an account or remember yet another login and password, but everyone knows how to work a phone. And while not everyone may have easy internet access, virtually everyone has access to a phone.

Another thing to consider when offering a phone payment option is that nowadays the PSTN is all digital anyway, which means no one channel is inherently ‘easier’ to use than another one when it comes to backend processes.

Going with an IVR solution when offering payments over the phone makes a lot of sense as well.

  • First, removing humans from payment transactions reduces the risk of fraud. That’s not an indictment of anyone’s employees. But eliminating even the temptation makes voice a better alternative to having agents manually process payments.
  • Second, while on the topic of security, Plum’s platform is both PCI and HIPAA compliant, making it easy to deliver the type of data protection that customers–and outside oversight bodies–want.
  • Third, an IVR is a whole lot cheaper than using agents. For rote processes like payments, use an IVR so your agents can handle more complex issues that require human intervention.

Conclusion

As healthcare companies seek to create a better, simpler customer experience when it comes to bill collections, it pays–literally–to provide customers/patients with bill pay options that fit their needs. Adding an over-the-phone payment option is a cost-effective way to process payments quickly while giving customers a reliable, familiar communications medium.

Source: http://www.plumvoice.com/resources/blog/make-healthcare-billing-better-with-ivr/

Publish Date: February 9, 2017 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
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.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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