Improve patient and provider experiences with modern technology. Healthcare organizations must balance rising costs with the need to deliver excellent experiences in an increasingly competitive marketplace. Patients, family members, physicians, insurance payors, and other callers expect prompt and immediate service. At the switchboard, in the patient access center, and in clinics, Parlance delivers the best combination of AI and human support. We provide the experiences callers demand, and the efficiency and ROI healthcare organizations require.
Health System’s Need Speech-Driven Solutions That Bridge the Gap
Between Staffing Limitations and Patient Demand
Parlance improves the first few steps of every caller’s journey and removes unnecessary barriers to care. Callers speak naturally and connect quickly to the resources they need
The right blend of conversational AI and human effort improves patient, provider, and agent experiences in healthcare. Parlance ensures that health systems with multiple hospitals and clinics always deliver a consistently branded calling experience across the healthcare network.
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WHITE PAPER
Yes, they can! Learn how Lean principles can be applied in the contact center to improve service, create efficiency, and reduce costs.
Callers were frustrated in dealing with a 7 option push-button IVR system, and it could take as long as 2.5 minutes to get to the appropriate resource. This resulted in a high number of opt-outs to agents, who spent an inordinate amount of time dealing with irate callers.
Parlance now makes it fast and simple for callers to get where they need to go in Arkansas Children’s Hospital’s scheduling centers. Instead of a 7 option IVR menu there are now no menus – callers just say what they need, and the solution interacts with them naturally. It takes less than 30 seconds for callers to reach the correct scheduling agent, and opt-outs to agents have fallen 81%.
When Jake Dorst joined Tahoe Forest Health System as CIO, his new colleagues told him plainly: they were frustrated with their current call system. Every day, countless patients were getting lost in the void of endless, often inaccurate phone trees, and executive assistants were fielding calls that erroneously landed on their lines. The offsite Operator Services team seemed frazzled – overworked and underpaid – with high turnover preventing them from providing reliable service. And above all else, Jake was worried that the complete absence of call volume data was creating a serious blind spot.
Callers were frustrated in dealing with a 7 option push-button IVR system, and it could take as long as 2.5 minutes to get to the appropriate resource. This resulted in a high number of opt-outs to agents, who spent an inordinate amount of time dealing with irate callers.
Parlance now makes it fast and simple for callers to get where they need to go in Arkansas Children’s Hospital’s scheduling centers. Instead of a 7 option IVR menu there are now no menus – callers just say what they need, and the solution interacts with them naturally. It takes less than 30 seconds for callers to reach the correct scheduling agent, and opt-outs to agents have fallen 81%.
When Jake Dorst joined Tahoe Forest Health System as CIO, his new colleagues told him plainly: they were frustrated with their current call system. Every day, countless patients were getting lost in the void of endless, often inaccurate phone trees, and executive assistants were fielding calls that erroneously landed on their lines. The offsite Operator Services team seemed frazzled – overworked and underpaid – with high turnover preventing them from providing reliable service. And above all else, Jake was worried that the complete absence of call volume data was creating a serious blind spot.
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