Modernizing the voice channel is a quick win

Health systems face immense pressures to cut costs. Changing how they answer the phone can deliver a quick, cost-saving win.  We see health systems nationwide launching digital transformation initiatives to support ease of access for patients and automation to support business operations. But many health systems are overlooking an obvious area for improved efficiency and… Continue reading Modernizing the voice channel is a quick win

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

Caller Experience IS Patient Experience

by Parlance Team In healthcare, over 70% of inbound patients still call on the phone. The quality and speed of the phone experience is a critically important factor in overall patient satisfaction. Many healthcare organizations, however, fail to take advantage of simple call navigation improvement opportunities that elevate caller interactions and boost overall patient experience. Organizations… Continue reading Caller Experience IS Patient Experience