The High Cost of Inadequate Call Navigation in Healthcare

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

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.

Can AI Understand “Park the Car in Harvard Yard”?

As a Bostonian, I often hear people trying to imitate our native accent with the phrase, “Pahk tha cah in Hahvahd Yahd.” In fact, speaking with this lack of “r” sound is the mark of a true Bostonian. Comparatively, in a place like Dallas, their “r” sounds are emphasized much more – they might say it… Continue reading Can AI Understand “Park the Car in Harvard Yard”?

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 Contact Center Operations – A Quick Win

Complaints and staffing challenges can put an unfavorable spotlight on contact center operations. As a leader, you will feel pressure to act quickly to improve the situation. But realistically, organizational transformation will require time for analysis, planning and implementation. You will be defining new business processes and deploying better systems and integrations to support those… Continue reading Improve Contact Center Operations – 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

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

Reduce Switchboard Operator Burden and Help Families Connect with Patients in Hospital Rooms by Leveraging HL7 Technology Integration

HL7 messages communicate patient admission, discharge, or transfer status. These messages are initiated by electronic health record (EHR) systems. Parlance voice-first solutions have been helping families connect with patients in their hospital rooms by leveraging HL7 technology integration for many years.  The importance of streamlining communication skyrocketed when phones became a lifeline during the COVID-19… Continue reading Reduce Switchboard Operator Burden and Help Families Connect with Patients in Hospital Rooms by Leveraging HL7 Technology Integration

The Resurgence of the Voice Channel

In healthcare, 70% of consumers contact hospitals and clinics by phone. Caller experiences must be efficient and seamless for patients to feel satisfied. For contact centers to increase self-service, and effectively navigate callers, simplicity is key.  Fast and easy communication is vital, especially when patients and caregivers need to address pressing healthcare issues. The phone… Continue reading The Resurgence of the Voice Channel

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