When President Barack Obama signed the Patient Protection and Affordable Care Act (PPACA) into law, the healthcare industry was given the mandate to expand public and private insurance coverage while reducing costs and improving outcomes. As the legislation took effect, insurance companies and healthcare providers needed to support a more diverse patient population. Given the complexity of healthcare navigation, customer service has become critically important… and quite challenging to address.
Insurance companies and healthcare providers need effective strategies for wide-ranging patient communication (e.g., appointment scheduling, coverage questions, payments, appointment reminders, test results). For technology-savvy patients, self-service apps (IVR, web, mobile) and proactive outbound notification can provide secure, time-sensitive, cost-effective communication. Since those channels may not be available or preferred by many patients, companies need to provide trained staff to handle contacts (phone, email, chat, etc.) and, in some environments, walk in traffic. Furthermore, information must be consistent across channels. A contact center may be a better mechanism to achieve those goals than the traditionally distributed model found in many healthcare environments.
Diversity in the healthcare system extends beyond the patient population. Internal stakeholders can include administrators, physicians, clinicians, front office staff, back office staff, housekeeping, and meal service, to name a few. In today’s world, effective collaboration is crucial for realizing operational efficiencies while delivering a satisfying and consistent patient experience.
Strategic Contact has the ability to bring all the stakeholders together and listen attentively to all of their needs and concerns. We weigh the merits of centralized versus decentralized operations, and determine where and how it makes sense for the healthcare delivery system. We define the people, process, and technology changes to support the optimal structure and patient experience, and build the roadmap to reach the end state vision. And we devise a change management strategy to ensure that the people at all levels and all departments have the motivation, ability, training, and reinforcement to implement the plan.
As healthcare changes continue, the challenges of ongoing growth and increasing patient demands seem to be a clarion call for a fresh look at patient communication. Now is the time to assess how today’s contact center technology and operations can bring new capabilities and outcomes for staff and patients alike.
Publish Date: April 5, 2016
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
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