Enhancing the Patient Experience with Medical Call Center Software

Delivering a superior customer experience is undoubtedly a vital cog for any business. After all, connecting with customers and helping to resolve the issues they're experiencing is what helps businesses garner greater brand loyalty and trust amongst their customers. 

Thus, effective and efficient customer communication is key. To achieve this, businesses are increasingly considering the deployment of call center solutions. The healthcare sector has also gradually realized the importance of employing efficient customer care to better serve their patients and ultimately build more trust within the organization.  

Medical call centers essentially enable healthcare organizations to connect with patients, integrate various medical services, and resolve patient queries efficiently. It's estimated that for every 1,000 patients in a hospital, it receives an average of 21 calls per day. Additionally, with the growing popularity of virtual healthcare, or telehealth, the need to have robust medical call center software in place is critical.

To that end, employing a medical call center can help eliminate call waiting times and help live agents remain productive while fielding calls for scheduling appointments or resolving issues. With a call center system in place, healthcare organizations can considerably increase the quality of their customer service, reduce call abandonment rates, and ensure safe information transfer between patients and caregivers.

In general, medical call center software can either be deployed on-premise or cloud-hosted. While on-premise systems demand expensive IT and maintenance costs, cloud-hosted solutions are often the most cost-effective and don't require any additional hardware or software installation.

Some Key Features of Modern Medical Call Center Software

IVR: Interactive voice response is an automated response system that can take the place of a human agent, either when they're offline or are tied up on another call. Additionally, IVR helps in ticket creation and decreases live agents' time and energy for clarification purposes. It also facilitates a call back when the support team is back online.

Automatic call distribution: Since the software handles call traffic to the call center, it can easily delegate the calls between available medical call center agents with ease. The benefits are faster call pickup, less waiting time and increased patient satisfaction.

Automatic dialing: There's no need for manual dialing with a software-backed cloud telephony system. The agent can view the list of tickets and click any of them to initiate a callback.

Voice logger: During a customer service call, voice data can be recorded so that if there are any future discrepancies, the agent or company can review this information to find a possible solution.

Multimedia support: Cloud-hosted call center software can finally break the shackles of voice-only communication. Medical call center agents can make use of email and live chat to create more immersive engagement with patients. 

Quality management: Since the call center software monitors each and every agent, it's possible to track their performance in real time, allowing managers to make informed decisions and improve the quality of customer service. 

Workforce management: With instant reports and forecasting, modern medical call center software can transmit actionable data on how to better manage the workforce.

Agent console: Agents can be provided with their own unique dashboard, so they can keep track of the tasks at hand more easily.

CRM integration: With the ability to integrate patient data from CRM systems, the capabilities of medical call center software can be further enhanced. Agents can directly access information about the patient before even picking up the call, allowing them to facilitate better and a more personalized patient care.

Better Patient Care Experience with Medical Call Center Software

With the use of modern medical call center software, it's now easier than ever for organizations to keep track of their patients. Outbound calling capabilities also reflect the versatility of a medical call center, as a medical institution normally issues out the following calls on a daily basis:

  • Pre-appointment admissions from patients or prospects
  • Appointment reminders for patients
  • Post-discharge follow-up with patients
  • Patient care and status updates
  • Communication to track patient satisfaction 

Apart from the information medical call centers can attain, it's also equally important to understand the element of security. Having secure, encrypted communication lines is imperative in healthcare settings to avoid misuse of patient data. As such, all software must be HIPAA-compliant so that sensitive patient information doesn't get compromised.

Call centers rely on technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center, you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out our online form to request a no-obligation quote from an 8x8 product specialist.

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