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 and their families rely on most for accessing the resources they need in a health system.
In today’s marketplace, health systems tend to offer patients two very different experiences depending on which channel a patient accesses. For the online consumer, patient portals are convenient and efficient. But, for the patient or family member who prefers or must use the telephone, the experience tends to be frustrating and inefficient because health systems have not modernized the phone experience.
Relying on old technology to serve callers is costly. Service levels for patients are compromised and operational costs are high because valuable staff are spending time navigating calls and handling routine, repetitive transactions that can be easily automated in the voice channel.
While modernizing the calling experience is essential, it doesn’t have to be an overwhelming project. By targeting improvements to caller experience quickly, with a minimal level of effort for in-house technology teams, health systems can immediately save money and optimize business operations.
Parlance is a Software as a Service company delivering fully managed virtual assistant conversational AI solutions that introduce a new level of service to healthcare callers and reduce agent workload so they can focus on empathic service needs of those callers with complex service needs.
- Navigate all callers to the resource they need inside the health system
- Recognize and authenticate established patients
- Allow patients to manage their appointments with simple conversational interactions
- Give family members simple access to patient room or nurse station
- Relieve agents and operators of routine, repetitive tasks
Creating impact with Parlance is quick. Often just the streamlining of call navigation creates immediate ROI by taking your live agents out of the call navigation process. In a phased rollout, Parlance can be navigating calls within 4 to 8 weeks of deployment kickoff. With EHR and/or CRM integrations, Parlance will be providing your patients personalized appointment management opportunities without the intervention of your live agents.
In healthcare, every call is important, yet the constraints of high call volumes and limited staffing often delay a patient’s access to care. Parlance conversational AI-powered speech solutions help solve this problem. We specialize in building and fully managing virtual assistant healthcare applications. With hundreds of loyal customers, we bring a wealth of experience to every engagement, delivering cost savings at scale and improving patient calling journeys., and cultivate a productive and stable environment in which the switchboard operators can best serve callers. Our mission is to help health systems deliver on their commitments to excellent patient experiences.
By Sheila Kelly