By Anand Natampalli, vice president, global business development, HGS
Contact centers were created to manage many of the administrative tasks associated with patient management, such as scheduling or re-scheduling appointments, accessing lab results or referral requests. This system allowed patients to engage with their provider organization without adversely impacting the top-of-license work of clinicians.
In era of healthcare consumerism, however, more patients are expecting a level of sophistication and customization that most “analog” contact centers cannot meet. More often than not, consumers of your healthcare services are met with confusing phone directories, difficult-to-navigate-websites, and contact representatives who may not have the training or resources to make a patient encounter meaningful and productive.
Evidence abounds that hospitals and health systems have made considerable investments in patient-centered care and experience. However, the contact center — the virtual, and sometimes literal, front door for many patients — seems to have been left behind. Read more