Inefficient communication between patients and agents drives high costs for health systems while negatively impacting patient experience. Callers who wait on hold too long get frustrated and hang up. Call abandonment means lost revenue. Patient access contact center agents burn out when faced with overwhelming call volumes and redundant tasks. This leads to increased hiring and training expenses. The solution is the right balance of conversational AI and live support.
Conversational AI handles routine tasks like appointment scheduling and transferring calls. This win-win benefit cuts costs and improves patient access. Here are three ways that a speech-enabled technology solution optimizes health system operations:
- Improve patient experience: Callers with routine requests use their voices to self-serve, quickly reaching their destination without waiting on hold.
- Reduce agent burnout: When more patients self-serve for routine tasks, access center agents work at the top of their skillsets.
- Realize cost savings: A more productive work environment with less turnover lowers hiring and training costs. Agents have more time to spend with callers who need complex support, first call resolution improves, and there are fewer calls per appointment.
To lower costs and maximize patient satisfaction, AI-powered automation is key. More efficient communication means that healthcare organizations exceed patient expectations while maintaining profitability.
For over 25 years, healthcare organizations nationwide have depended on Parlance to modernize and improve the first few steps of every caller’s journey. Our conversational AI solutions are delivered as a managed service — a partnership with a team of tenured experts who take ownership of day-to-day performance and guarantee cost savings.
By Annmarie Block