Utilizing Phone Interactions for Healthcare Optimization

The emergence of AI-driven digital tools has led many companies to believe that automation can handle nearly all customer service interactions. However, studies have demonstrated that automated responses cannot replace the human touch of friendliness, professionalism, and empathy. These qualities not only enhance the patient experience but also increase the likelihood of converting callers into patients in hospitals, whether for primary or specialty care.

Healthcare systems face the challenge of balancing costs with the need for efficient and personalized customer service. Parlance offers automation technology strategically integrated to support call center agents and switchboard operators. It is essential to provide diverse access options for consumers to connect with hospitals, as many individuals still prefer to contact health systems via phone.

Implementing technology can streamline routine interactions, allowing agents more time to assist callers with complex inquiries, older individuals, and those with language or hearing difficulties. Research conducted by The Beryl Institute, analyzing over 300,000 caller records from 190 hospitals, revealed a concerning statistic: 75% of abandoned calls are not followed up on. To address this revenue loss, hospitals must enhance their call centers by increasing staffing, extending operating hours, and outsourcing services.

Improving access, enhancing training, and implementing other recommendations from The Beryl Institute can help hospitals mitigate potential financial losses due to abandoned calls. The personal and critical nature of healthcare calls differentiates them from customer service interactions in other industries like retail and finance. Customers contacting hospitals through call centers generate significantly more revenue for healthcare facilities compared to the general patient population.

By focusing on addressing abandonment rates, hospitals can better serve their customer base and improve revenue streams. Using conversational AI, Parlance efficiently handles routine tasks that contribute to high call volumes, such as internal transfers, reducing agent workload and preventing service line congestion. By employing intelligent call routing, Parlance not only alleviates agent burnout but also saves healthcare clients substantial amounts annually.

Case studies demonstrate increased caller self-service, decreased on-call and overtime pay, and improved overall operational efficiency with Parlance integration. Effective communication with patients over the phone significantly impacts their likelihood to return to a medical facility. Studies by The Baird Group emphasize the importance of a personalized, nuanced approach in call center interactions.

Callers value friendliness and empathy in their customer service experiences, especially post-Covid-19. Agents who express genuine interest and empathy towards callers see higher patient return rates and recommendations from satisfied customers. Empathy plays a crucial role in booking specialty care appointments, as patients value feeling understood and cared for during their interactions.

Conversely, experiences of being ignored or facing slow responsiveness reduce the likelihood of repeat calls to hospitals. Leveraging AI and thorough training programs can enhance the professionalism and efficiency of patient access center staff, ultimately improving the patient experience and boosting productivity. Image Source: sturti, Getty Images