How Contact Centers Impact Patient Experience

By Donna Martin, HGS Senior Vice President, Business Development, Global Healthcare Hospitals and health systems are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why a modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage. How is your organization leveraging this critical contact point? What success are you having getting patients through your front door and retaining them as loyal consumers? Unified Engagement 4 Must HavesAssessing Your Patients’ Needs Just like you, your health system’s patients are consumers who shop at Amazon, purchase airline tickets, and stay at hotels for business and pleasure. They’ve grown accustomed to a concierge-level of customer service. The retail world has decades of experience with providing this level of service, and have leveraged modern technology to make constant improvements to help differentiate their brand, as well as retain and grow their customer base. The healthcare industry is just starting to catch on, as providers are now being incented/penalized to implement value-based care throughout the patient experience. Let’s explore how to measurably improve patient experiences and engagement in ways that are realistic and based on the unique requirements of healthcare delivery. Phase 1: Establish the Foundation From your patient’s perspective, even small hospitals can be difficult to navigate via telephone. Partial or full automation of inbound phone calls from patients allow providers to create a “single front door” for patients creating a unified patient experience and cutting down on a needless chain of call transfers. Adding automated patient identification and authentication not only personalizes the interaction and ascertain the primary reason for the patient’s call, but also leads to complete resolution for a host of common inquiries like appointment confirmations, directions, hours and payments, without ever needing to engage an agent. With this streamlined foundation in place, providers can begin to continuously and consistently track patient interactions to build intelligence for future interactions as well as gather communication preferences where possible. Every new element of data collected builds on previous elements, fostering a holistic portrait of your patient, creating the foundation for predictive intent and providing a truly effortless patient experience. In addition, as you develop a performance baseline, you can leverage patient experience surveys to use actionable data to make targeted improvements. Phase 2: Build on Your Success One goal of value-based care is keeping patients in your health system, but out of the hospital. Why not apply a similar goal to patient engagement? By applying dynamic decision-making to the data collection efforts established in Phase 1, you can begin to develop proactive patient engagement strategies that may actually reduce the need for patients to call you. For example, with the right automated inbound solution, you identify patients calling from a mobile device and then take that opportunity to drive them to alternative, lower cost channels, such as SMS/text and patient portals. All of these elements will further the productivity of your access center, drive cost out of your business and maximize the patient experience, as well as provide you with a steady stream of valuable patient data to continue to enhance and optimize your solution. Phase 3: Patient Preferences Phase 3 includes all components of phases 1 and 2, layering in patient communication preferences and cross-channel patient interaction data. In this scenario, you could see that a patient accessed the patient portal to find a specialist and is now calling into the access center for help. An intelligent self-service solution recognizes the patient, confirms they are looking for a specialist and sends the patient directly to the appropriate scheduling agent without the patient having to make a single menu selection – again, an effortless and loyalty building patient experience. Finally, with all these phases offered in a cloud-based, self-service environment, you will achieve maximum scalability, reliability, and flexibility for agents who work in either a brick-and-mortar setting or through a business process outsourcing partner. This ensures your access center will always be available to support patients and providers. The goal of contact centers should be to make the patient experience as easy as possible through both personalization and self-service—striving for that perfect balance between automation and a live, human-touch interaction.