In the ever-evolving healthcare landscape, ensuring a seamless and empathetic patient experience is more important than ever. Healthcare practices are focusing on patient-centric care, while healthcare providers are striving to understand and address patient needs at every stage of the care journey.
Research from the Journal of the American Medical Informatics Association highlights the necessity of a patient-centered, collaborative approach to enhance patient engagement.
Artificial intelligence contact centers are bringing transformative changes, offering personalized interactions that maintain a consistent, empathetic tone and elevate the overall patient experience.
healow is introducing an AI contact center solution, healow Genie, under its suite of patient engagement solutions, to transform patient communication and elevate patient satisfaction.
Here’s how AI call centers have potential to reshape the healthcare landscape:
1. Optimizing and Boosting Efficiency
AI-driven contact centers excel in efficiently managing a large volume of patient inquiries simultaneously and achieving high first-call resolution rates. When patients experience a prompt resolution of their concerns, they are more likely to stay engaged and loyal to their provider.
2. Quality, Safe Interactions at the Forefront
While speed is crucial, the quality of interactions holds equal importance. Artificial intelligence call centers ensure that average handling times strike a balance between swift responses and meaningful, safe conversations. helow Genie is designed and tested by clinicians with expertise in patient safety, to ensure the AI call solution offers safe and appropriate responses to the patients. When patients feel heard and valued, their satisfaction increases, leading to stronger engagement.
3. Fostering Loyalty and Advocacy
A high net promoter score (NPS) indicates robust patient loyalty and satisfaction. Patients who recommend their healthcare provider to others are not only more likely to remain engaged but also serve as champions, attracting new patients through word of mouth. This advocacy underscores the effectiveness of AI contact centers in enriching patients’ experiences.
Real-World Application: United Digestive to Harness AI Capabilities of healow Genie
The AI-powered medical receptionist, healow Genie, helps streamline tasks such as appointment scheduling, bill management, medication refills, and referral coordination. United Digestive, a prominent gastroenterology provider in the Southeast, has selected healow Genie for deployment across its clinics in Georgia, Florida, North Carolina, and South Carolina. It is a strategic move to significantly reduce the administrative burden on their medical staff, allowing them to focus on other priority tasks.
Dr. Neal C. Patel, CEO of United Digestive, underscores the anticipated benefits:
“Our team is excited about the improvements healow Genie will bring to our call center’s efficiency. With over a million patient calls annually, we anticipate that this technology will enhance the level of care we provide. By leveraging AI call solutions to streamline operations and supporting our team members, we will ensure faster and more accurate responses to patient inquiries, maintaining the personal connection that is central to our approach.”
Future with Artificial Intelligence Call Centers
AI-powered contact centers like healow Genie have potential to redefine the healthcare experience by delivering personalized, efficient, and empathetic patient interactions.
By integrating these advanced solutions, healthcare providers can enhance patient satisfaction, foster loyalty, and boost engagement, ultimately driving better health outcomes.
As demonstrated by United Digestive, the strategic implementation of AI in healthcare operations can help streamline processes also enriches the patient experience, paving the way for a new era of patient-centered care.
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