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When a patient calls their healthcare provider to make an appointment or to find out the results of a medical test, the first thing that the provider must always do is verify the patient’s identity. Test results and appointments are part of a patient’s medical record and history of care, so it is important for… Continue reading The Benefits of Automating Patient Verification: Reduce Agent Burden and Improve the Caller Experience

Advancements in AI-powered automation are raising the bar for patient access centers. Automated solutions help contact centers handle routine inquiries.

Health systems face immense pressures to cut costs. Modernizing the voice channel is a quick win. As health systems nationwide grapple with pressure to reduce costs, many are launching digital initiatives to streamline patient access and reduce workload for staff. Often overlooked in these digital initiatives is the voice channel, still the channel that patients… Continue reading Modernizing the voice channel is a quick win

From Mission Impossible to Magnum PI, spy movies and TV shows are known for all types of thrilling espionage, surveillance, and security. Real life may not have Tom Cruise’s blockbusting stunts or miracle-gadgets, but it does have its share of tech-savvy bad guys. In Hollywood, the villains are always after top-secret information, like a list… Continue reading Your Mission, Should You Choose to Accept it…Keep Healthcare Data Safe!

In a healthcare setting, service is fundamentally about healthcare professionals attending to a community of people. There are people on both sides of these transactions, so it’s imperative that any conversational solution facilitating communication between these groups does so with efficiency, incurring as little frustration as possible to the served community. When patients want to… Continue reading Revolutionizing Healthcare Communication with Conversational AI

Rising labor costs and increased call volumes place enormous stress on patient access centers and their employees. Repetitive tasks, insufficient training, taxing hours, and overwhelming workloads create stressful work environments for call center agents and accelerate employee burnout. When patient access contact centers suffer from poor agent retention, it translates to the quality of care… Continue reading Improve Agent Retention in Patient Access Centers with AI-Powered Automation

To me, having a learning mindset is one of the most valuable skills to cultivate in order to ensure success for oneself. It encourages constant reflection, introspection, persistence, and the strength to always push forward. This mindset allows you to ask questions, to be curious, and to learn from your failures. Above all, it promotes personal… Continue reading The Value of a Learning Mindset

As a Bostonian, I often hear people trying to imitate our native accent with the phrase, “Pahk tha cah in Hahvahd Yahd.” In fact, speaking with this lack of hard “r” sound is the mark of a true Bostonian. Comparatively, in a place like Dallas, their “r” sounds are emphasized much more – they might… Continue reading Can AI Understand “Park the Car in Harvard Yard”?

Patient experience in healthcare is a series of touchpoints. For the majority of high utilizers in healthcare, the phone is the first touch point. This – a caller’s very first experience – has the ability to make or break a business. Though technology is vital for success, not all technology is created equally, and in… Continue reading IVR vs IVA: What’s the Difference?

Healthcare customer service satisfaction lags behind almost every other industry, and the COVID19 pandemic highlighted an immediate need for transformation. Overwhelming demand for information and resources meant that hospital and clinic phone systems were completely overloaded. Healthcare switchboard operators and patient access center agents were stretched thin. Problems persist even now. When you call a health… Continue reading 4 Ways to Speed Up Your Health System’s Digital Transformation