Modernizing the voice channel is a quick win
Change the way your health system answers the phone – replace the ‘phone tree’ with an AI-powered virtual assistant!
We see health systems nationwide launching digital transformation initiatives to support ease of access for patients and automation to support business operations. But many health systems are overlooking an obvious area for improved efficiency and access. Modernizing the voice channel – how the phone is answered, how callers access the resources they need – will impact the bottom line and will transform patient calling experiences.
Patients still prefer the phone for managing their care; yet most digital transformation efforts do not include improving this point of access.
For the online consumer, patient portals are convenient and efficient. But, for the patient or family member who prefers or must use the telephone, the experience tends to be frustrating and inefficient. Antiquated IVRs or phone trees frustrate callers and create wasteful labor for staff.
Using conversational AI to modernize the calling experience is a pragmatic, cost effective approach to delivering savings ranging from the 10’s of thousands to millions of dollars each year for a health system. Patients love the ease of access to resources they need, and agents are happy to be free of repetitive tasks and transfers.
Parlance is a Software as a Service company delivering intelligent virtual assistant (IVA) solutions that introduce a new level of service to healthcare callers and reduce agent workload.
Navigate all callers to the resource they need inside the health system
Recognize and authenticate established patients
Allow patients to manage their appointments with simple conversational interactions
Give family members simple access to patient room or nurse station
Relieve agents and operators of routine, repetitive tasks
Creating impact with Parlance is quick. Often just the streamlining of call navigation creates immediate ROI by taking your live agents out of the call navigation process.
In a phased rollout, Parlance can be navigating calls within 4 to 8 weeks of deployment kickoff.
With EHR and/or CRM integrations, Parlance will be providing your patients personalized appointment management opportunities without the intervention of your live agents.
Every call is important. Today’s technology makes each call an opportunity to bolster the health system brand and deliver on the mission of making access to care easy for everyone.
At Parlance we specialize in creating excellent first steps of every calling journey. With hundreds of customers and more than 25 years of success, we have the expertise and experience to help health systems modernize caller journeys and save money in the process.
By Sheila Kelly
