Healthcare call centers, which perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests, are often overlooked and underrepresented in technology. Call center automation can significantly reduce call volume and enable patients to engage with providers via preferred channels. Over 70% of call center volume comes from appointment scheduling, rescheduling and cancellations. Automation allows patients to self-schedule appointments and fill out intake and registration forms, giving patients more control over their care experience. The author suggests three steps to identify the workflows with the highest potential for return on investment (ROI), including an analysis of current inbound and outbound call volumes and a selection of the ideal call center automation partner to collaborate seamlessly with IT department.
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