Delivering patient-centric experiences is a top priority for healthcare providers today. Patients are more informed than ever before and they expect to have a voice in their own care. This puts a lot of pressure on customer service agents, who are often the first point of contact for patients. According to a recent survey, 96 percent of patient complaints are related to customer service. This statistic drives home just how important a call center is when it comes to patient satisfaction.
Table of contents
In this blog post, we discuss how to empower your agents to deliver patient-centric experiences that exceed expectations.
Equip agents with the right tools and information
Resources like a customizable agent dashboard, proper training, and compliance information are just a few must-haves to help empower your agents. Reliable, easy-to-use technology helps agents maximize their performance and keeps patients top of mind throughout the customer journey.
Agent dashboards: Your patient contact center solution should give agents quick access to the patient’s data and account information they need right when they need it. An agent dashboard view of patient health records, for example, can help provide context for the conversation and ensure all questions are answered.
Customizable views: Fully customizable agent dashboards let you display the data that’s most important to your team. Data fields can be rearranged, added, or removed based on each agent’s role and preferences.
Proper training: Ensure that your agents have the means to deliver a patient-centric experience with a comprehensive training program for both new and existing agents. This will help ensure everyone is up-to-date on the latest patient engagement best practices.
Provide access to the right data, at the right time
Patient health records are often spread out across multiple systems, making it difficult for agents to get a complete picture of the patient’s journey. Utilizing a patient contact center solution with integrated access to EHRs can help agents quickly and easily retrieve the information they need when they need it.
Your agent needs access to the right patient data – at the right time – in order to provide a truly patient-centric experience. Real-time visibility into customer profiles and interactions is a must, so agents can quickly resolve issues and answer questions. While real-time data visualization is key across all industries, it’s especially important in the healthcare industry. It’s hard to create a patient-centric experience if you don’t have insight into their health journey up until that point.
Deliver an omnichannel experience
A key component of delivering a patient-centric experience is meeting patients where they are. In order to exceed expectations, you need to provide a consistent, cohesive experience across all channels – phone, email, chat, social media, etc.
Patients are looking to interact with healthcare like they do any other business. They want to be able to communicate at their convenience on their device of choice. The healthcare industry has the opportunity to implement technology to meet the patients where they are and give them the self-service options they want.
By offering ways for patients to get the information they need via virtual agents, interactive voice response (IVR), or chatbots, human agents can focus on other high value-add tasks.
Gather feedback from agents and patients
Gathering feedback from patients allows you to improve the overall customer experience and lets patients know that you value they’re input.
Gather feedback from your agents as well. They’re the ones communicating with patients the most often. They have first-hand insight that no one else at the company does. Listen to your agents by regularly requesting feedback from them and creating an avenue where they can submit feedback in a constructive way. Not only does this help the company improve, but it also lets your agents know that you value them and their suggestions.
Empowering your agents to deliver patient-centric experiences is an ongoing process. You should constantly be gathering feedback from both agents and patients in order to identify areas of improvement.
Offload repetitive tasks with automation
Use automation to reduce the amount of repetitive tasks that siphon your agents time and energy. That way, they can focus on delivering more personalized experiences with each patient.
With automation, patients can also take care of their business quickly, privately and at any time of the day or night. Self-service frees agent time, lowering costs and reducing wait times. One study shows that 87% of customers would actually prefer to use a visual IVR to complete their appointment scheduling requests faster and be able to seamlessly transfer to a live person without having to repeat their information.
Here are some of the self-service functions you can implement in your healthcare organization:
- Making, changing or canceling appointments from a smartphone
- Waiting in a virtual line with notifications about how much time is left before the patient’s turn
- Click to chat or click to call from a phone or other device–being able to switch channels easily
- Feedback surveys about call center and medical services offered right after they take place
- Paying fees, premiums, and past due bills
- Comparing and choosing plans
- Retrieving lab test results
- Getting notifications about appointments, billing, wellness, and doctor recommendations
- Filling out forms and updating account information
- Checking in for an appointment
Let LiveVox help
LiveVox is a technology platform that was built to empower agents to deliver patient-centric experiences. Our platform offers a suite of features that can help you equip your agents with the right tools and information, so they can provide the best patient experience possible. Learn more about how LiveVox can help you empower your agents to deliver patient-centric experiences.