One of the biggest challenges for a growing healthcare organization is providing highly satisfying patient and family member experiences. This is no small feat. Fluctuating call volumes can overwhelm the switchboard. When operators can’t handle the increasing number of calls, it can frustrate callers and even discourage them from calling the same provider again. Patient access managers are faced with the challenging task of handling increased calls without making patients and family members wait on hold or feeling like they are being rushed through their conversations.
IVA Handles Patients Needs Better
Intelligent Virtual Assistants can help healthcare providers manage this problem better. IVAs allow patients to speak in their own words to help achieve their call objectives. They are directed to the right resource and can get quick and accurate answers to their queries.
For healthcare providers, IVA is an effective way of removing or at least mitigating the stress faced by their human agents. Their limited time can be better utilized to manage more important and critical concerns, while the IVA handles the routine calls smoothly.
Intelligent Virtual Agents is the best option for healthcare services wanting to provide a better experience to the patients’ and family members.
IVA can handle unlimited call volume, every day, it can personalize calls, maintain brand consistency, and improve patient experience. Parlance is the only company to provide IVAs as a managed service. We tune, optimize, and manage day-to-day operations so results and performance improve over time.
How Can Health Systems Benefit?
IVAs are scalable and can help healthcare contact centers to handle any unexpected surge in inbound calls. It helps shift the workload from human agents, allowing them to focus on tasks that require empathy and complex problem-solving.
There is rising consumerism in healthcare. The expectations of patients are rising and evolving. Healthcare consumers want to get to the people and resources they need quickly and will self-serve if it’s easy. It’s not possible for live agents to deliver consistent care to patients when they have long hold queues of callers piling up. By leveraging Intelligent Virtual Assistants, routine callers get to what they need quickly, and callers who need complex support can get to a live agent right away.
While speed and efficiency are crucial for your patients and their family members, personalization is equally important. In today’s world. IVAs can retain and recall relevant data via caller ID. The system can pull data about the caller from multiple sources and integrate into the experience.
IVAs – A Must for Satisfied Patients and LEAN Business
IVA can ensure better patient experience and more productive switchboard and contact center operations. Patients enjoy quick interactions and achieve their call objective. When managed well and consistently tuned and optimized, IVA can handle calls from patients and family members with accuracy, while also ensuring compliance with healthcare privacy and security.
By Annmarie Block