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5 ways CIOs Drive Patient Experiences with True Omnichannel

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October 7, 2019
By: LiveVox

Drive Patient Experiences with True Omnichannel

Meeting the expectations of patients reaching out to your contact center requires a tricky balance between offering the latest technology and equal measures of humanity. Patients want to accomplish their tasks quickly and easily, whether it’s about appointments, medical advice, prescriptions, bill paying, choosing a plan or communicating with their doctors. Many initially want to use self-service options, but with the right help available at any point in their journey.

True omnichannel achieves these patient expectations, outpacing systems that weren’t designed to be an integrated whole, out-of-the-box.

Healthcare systems must provide an integrated system of patient communication across each patient journey, from awareness to choosing care and from health concern to resolution. Patients get frustrated when they wait on hold, repeat their problem, or can’t figure out how to get what they need from a poorly conceived automated system.. 

Here’s how successful healthcare organizations optimize their patients’ contact center experience:

Self-Service

Patients want sophisticated self-service tools that allow them to take care of simpler tasks quickly and easily, whenever it’s convenient for them. Studies show that routine services are the driving force behind most calls to contact centers. When patients can take care of these tasks quickly and intuitively any time of day on any device and channel, healthcare organizations increase patient satisfaction, reduce staffing costs and decrease call wait times.

Channel of Choice

Patients want to be able to choose their channel of communication–text, chat, email or phone. True omnichannel starts with providing access to seamlessly integrated, multiple channels of communication and smart self-serve options. On the backend, Omnichannel links all these channels to the patient’s profile and to analytics that allow healthcare organizations to collect data from all patient communications with the contact center. These analytics inform decisions that improve patient experience.

Analytics

Patients benefit from our extensive, cloud-based, integrated analytics tools that take all of their communications, including feedback surveys, into account in improving their patient experience. Survey results can also be set to trigger specific actions, including agent call-back to mitigate the impacts of a negative experience. Agent performance and patient response are measured and analyzed for reports managers need to improve  patients’ experience.

LiveVox’s Business Intelligence Solution provides a pre-built and customizable  dashboard that generates reports that cater to your user-based reporting requirements. Creating customized reports is radically simplified with an intuitive and interactive interface allowing you to drill up, down, or access multi-dimensional metrics and advanced statistical analysis on-demand in minutes. Data can be displayed in intuitive graphs to quickly identify trends, root causes analysis, performance drivers and laggers to inform  faster, smarter decisions every day. Collaboration is easy, since you can share your reports and dashboard with clients and different teams.

Humanity 

Patients want contacts to be respectful, helpful, private and personalized, and they want a sense of an on-going relationship with their healthcare providers. When healthcare information, advice and appointments are a text or chat away, patients feel connected and cared for between appointments, even with minimal or no actual human contact. When agents do get involved, having profile information on their dashboard helps them establish a human connection quickly by addressing the caller by name and immediately addressing concerns patients expressed in channels prior to reaching the agent.

Wellness 

Both patients and healthcare organizations see the value in a wellness focus, but this requires accessible patient education, as well as support to motivate patients to make wellness choices. Omnichannel can support wellness with email or text messages signed by their doctor, educating them or reminding them about doctor recommendations, appointments or prescriptions.

True omnichannel provides your healthcare organization with the tools you need to satisfy patients with increasingly complex journeys. A fully integrated omnichannel system includes the patient’s choice of channels, all the information agents need on one screen to offer knowledgeable, helpful and personalized responses, as well as analytic tools for collecting data-driven insights  that can constantly improve service. 

Here’s an example of what our users tell us:

“The ability to grab performance data points from LiveVox at a moment’s notice has really improved our client relationships and made us uniquely competitive.” – Chief Operating Officer, Leading Healthcare ARM

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. Request a demo.

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