Why Effective Call Navigation is Imperative for Health Systems

Today, the digital front door is the first touchpoint that connects patients to a health system.

IVR vs IVA: What’s the Difference?

Patient experience in healthcare is a series of touchpoints. For the majority of healthcare consumers, the phone is the first touch point in the journey. The caller’s first impression has the ability to make or break a business’ reputation, and ultimately, impact their bottom line. Not all technology is created equal, and in some cases the… Continue reading IVR vs IVA: What’s the Difference?

Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

The experiences of healthcare consumers, switchboard operators, and patient access center agents are dependent on each other. In order to improve the consumer experience, staff experience must be improved, and vice versa.  Switchboard and contact center staff are overwhelmed with frustrated callers. When patients and caregivers are upset because its too hard to navigate to… Continue reading Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

Improve Clinic Operations and Reduce Costs with Modern IVR and IVA

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 patient check-ins. Staffing in healthcare has become more challenging since the pandemic. There has been a huge shift in office culture, as… Continue reading Improve Clinic Operations and Reduce Costs with Modern IVR and IVA

Improving Patient Experience with Conversational AI

In the first 30 seconds of a patient’s interaction with your health system, you’ve set the tone for the remainder of their engagement – for better or worse. First impressions count. According to a Harvard study, it typically takes eight subsequent positive encounters to overcome a negative first impression. In healthcare, 70% of people’s first… Continue reading Improving Patient Experience with Conversational AI