When evaluating healthcare contact center platforms, look for a solution that improves both patient and care team experiences. The right platform should and Automation provide personalized routing across all channels, supporting efficient and effective care journeys. A health system can leverage native AI capabilities to automate routine patient engagement tasks such as appointment scheduling, billing and outreach.
With capabilities such as agent copilots, health systems can surface real-time knowledge to their care teams, including practice protocols, on-call phone number list instructions and more. An AI-powered contact center platform can also listen for key phrases and prompt targeted screening questions. This enables non-clinical staff to escalate at-risk patients to the appropriate clinical resource.
Built-In Outbound Solutions
Driving proactive outbound communication enables health systems to better understand and address patient intent. When health systems recognize a patient’s need, and their contact center platform integrates with EHR work queues, they can deliver personalized outreach to help patients stay on track with their care plans. Platforms that require third-party services for outbound engagements can quickly become costly and difficult to manage.
A CCaaS platform that’s built with native outbound solutions lessens the burden on your care team to manually manage, and play tag with the and Automation patient, 6 tech recruitment trends you need to know when a care team member is required, for the management of referrals, orders, post-discharge follow-ups, care gaps and more.
Workforce Engagement Management
When you care for your care team, they in turn can care for your patients. But health systems often face high turnover and narrow operating margins. Workforce engagement management (WEM) can help address these challenges, including staff churn and burnout, while improving care delivery.
By leveraging a platform with a comprehensive WEM suite – including gamification, forecasting and scheduling, quality assurance training and bahrain lists more — you can equip staff with the right knowledge at the right time. This approach keeps them engaged and productive, eases workloads and improves resource distribution. These enhancements not only enhance your team’s experience but also drive improvements in patient experiences and outcomes.
Proven Reliability and Uptime
Service interruptions in any industry can create frustration for employees and end users alike. But service interruptions in a healthcare contact center platform can be detrimental. Health systems should look for a platform with robust and Automation infrastructure and proactive maintenance strategies with minimal downtime and uninterrupted service.
Guaranteed availability is essential to delivering patient care. In the event of a failure, you need a platform that can recover on its own without service disruption or data loss.
Genesys is committed to delivering reliable solutions, so you can deliver consistent and dependable service – and your patients can get access to the care they need, when they need it most.