One of the greatest challenges faced by clinics and physician groups is an overabundance of administrative work. Office staff are often overwhelmed by tasks such as filing, answering the phone, scheduling appointments, and checking in patients. Staffing in healthcare has become more challenging since the pandemic. There has been a huge shift in office culture, as many people have left the work place entirely. As clinics and physicians groups struggle to remain fully staffed, redundant work is a waste of time and resources. Furthermore, rising consumerism in health care means that competition for patients is heightened throughout physicians groups. As patient expectations continue to rise, providing an efficient and pleasing experience that is also cost-effective is crucial to the success of any healthcare provider.
For many of these problems, there is no one-size-fits-all solution. The process of implementing systemic change can be exhaustive, time-consuming, and costly. The quickest and most cost-effective solution to staffing difficulties faced by any clinic or physicians group can be found in Interactive Voice Response (IVR) and Intelligent Virtual Assistants (IVAs). However, most products on the market do not offer ongoing technical assistance or upkeep. Many offer technology, but the implementation and complex maintenance processes are left to on-site IT teams. Once a product is live, there are rarely opportunities for improvement, or any assurance that it is being used to its fullest capacity. Additionally, in a clinic setting where patient experience is of the utmost priority, the right balance of automation and human interaction must be present in order for the solution to be optimal.
Parlance solves these problems by delivering IVRs and IVAs as a managed service. When health systems subscribe to Parlance, routine calls, such as authenticating callers, appointment confirmations and cancelations, and health screening questions no longer need to be handled by a live person. Live support is reserved for callers with complex service needs. This reduction in call volume allows administrative staff to focus on the people in front of them, so patients spend less time in waiting rooms. Parlance significantly improves patient experience and minimizes frustration by providing a quick, human-like experience on the phone. Our dialogues are live voice recordings, and as a result, Parlance automated systems feel more like personal interactions and are widely accepted by callers, yielding better performance, and ensuring optimal caller engagement. Parlance creates a consistent calling experience, standardizing the brand and reducing friction for both patients and staff, as the phone is answered uniformly across the care delivery network. Callers speak naturally and connect directly without the need for any menus, phone trees, or hold times.
More than industry-leading technology, since 1996 Parlance has been leveraging intelligent speech technologies to improve caller experience for leading health systems. Parlance delivers the only fully managed intelligent speech solution on the market. All active monitoring, analysis, tuning, and management of the solution are outsourced to the Parlance team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI. None of this burden falls to clinic IT teams. No competitor can compare to our decades of experience, deep healthcare industry expertise in the realm of patient access, and dedication to customer service. Our team leverages natural language processing, natural language understanding, and Conversational AI that understands how patients really talk, powering exceptional caller experiences.
Overall, Parlance improves business operations, staff efficiency and morale, and patient experiences like no other solution on the market.
By Chris DeRizzo