Healthcare Call Center Software
Get your patience experience transformed
Trusted by 1500+ customers. Today, healthcare facilities are becoming patient-centric. Every facility is looking at enhancing its patient experience – from the first point of contact to the treatment to post-care procedures.
This has paved the way for demand in call centers with the best communication technologies and multiple channels to address the needs of the patients.
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Bill Reminders
Send notifications and communications to patients and caregivers to remind them of pending bills and upcoming payments related to their treatment.
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Self-Pay Options
Pay by phone or through the website using the providers’ payment gateway. Guided payments using voice messages and IVR systems for transaction ease.
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Missed Call Alerts
Never miss a patient call because your agents were busy when the patient called you. Allows automatic call back as soon as the agent is available.
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Patient Information
Display patient information at the point of call collection. Provide a single view of the patient’s interaction across your channels and interfaces.
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Intelligence and Reporting
Monitor agent activity like call volumes, average handling time and talk time – allows you to make informed decisions and workflow adjustments.
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Virtual Consultations
Enable virtual consultations using video conferencing. Consultation recording, voice broadcasting to confirm and reschedule appointments, and integrations.
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Patient Experience
Analyze call recordings, text, email, and voice feedback with the analytics engine. Identity training needs, compliance and quality needs.
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Feedback Survey
Seek feedback from your patients – in-person survey, website links to provide responses, and voice broadcasting option to key in responses.
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Voice Broadcasting
Quickly broadcast messages to seek feedback, conduct surveys, schedule, reschedule & cancel appointments, and send emergency notifications.
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Appointment Booking
Book a service or an appointment with a doctor or a lab on the first try across all channels – website, email, phone, or at your healthcare facility.
Healthcare Call Center Software: How Do You Operationalize?
- How does your contact center access the relevant EMR/EHR data?
- How does it integrate with your website, apps, and CRM? We already have pre-built integrations with many industry-leading CRM and helpdesk apps.
Once you have a single view of your patients, the care becomes better (you achieve this through omnichannel). Our cloud platform makes it easy to integrate with other best-of-breed applications. We provide dialers, voice, customizations, and integrations all bundled together. Besides, we offer them automated voice messaging, workforce management, workforce optimization, voice and text analytics, intelligence, list management services (centralized data repository), and compliance at per-minute pricing with enterprise-grade security and redundancy.
Want to check how our platform fits your needs
Our Healthcare Call Center Software Advantage
Check out all the benefits for your business.
Omnichannel engagement
Our platform allows you to communicate seamlessly with patients through voice, email, SMS, chat, WhatsApp, mobile, social, and web. This omnichannel approach ensures accessibility and convenience, enabling patients to receive timely care and support through their preferred communication channel.
HIPAA-compliance
Our platform prioritizes patient data protection by adhering to strict compliance standards, including HIPAA. With advanced security features, you can safeguard sensitive patient information, ensuring confidentiality and building trust with your patients.
No-show reduction
Our platform simplifies appointment scheduling, rescheduling, and cancellations with an automated interactive voice messaging system (AIVMS) and SMS reminders. They help reduce no-shows to near zero by ensuring patients are reminded and informed of their appointments well in advance.
Effective patient outreach
Our platform supports various outreach initiatives, like health checkups, vaccination drives, treatment plans, and medication reminders. It also facilitates surveys and feedback collection, helping providers stay connected with their patients and improve the overall quality of care.
Teleconsultation support
Our platform enables high-quality virtual consultations through its secure communication channels. By bridging the gap between patients and healthcare professionals, our platform supports teleconsultation initiatives, ensuring accessible, safe, and effective remote patient care.
Frequently Asked Questions
Contact centers and healthcare – do they go together?
This is a very pertinent question, as you don’t associate customer experience with healthcare. However, in the healthcare segment, we talk about the patient experience.
Many leading healthcare facilities have implemented a full-fledged contact center platform to enhance the customer service in healthcare. In fact, we have helped many healthcare facilities by implementing our platform in the past three years in India.
Almost all healthcare facilities are looking at some form of patient-facing solution.
Does your platform aid in bridging the communication gap in the healthcare space, and what challenges can it address?
Healthcare contact center platform definitely bridges the gap between the providers and the patients. It not only improves the patient experience and customer retention but also helps empower its employees to work more efficiently and effectively.
Some of the features that it includes are:
- We work with some of the leading healthcare facilities in appointment scheduling, post-op follow-ups, specific promotions, and integrating the contact center with all channels (CRM, website, appointment apps, chats, bots, and the like)
- Missed-call solutions where every patient who tries to reach a healthcare facility is addressed – no patient left behind
Healthcare is definitely a different proposition compared to other verticals. Can you elaborate on the human interface needed for its operations?
A percentage of the operations would need the human interface – after all, we are talking about patients who need support.
Most other things can be automated. For instance, for our customers, we manage appointment scheduling, rescheduling, and cancellations through an automated voice messaging system. We use the same messaging solution for patient follow-ups, reminders, feedback, and special promotions.
Besides, you have your apps and website to take appointments, which are integrated with our platform and the voice messaging system.
Then, you can have a bunch of self-service options and provisions to access your prescriptions and health records in an automated manner.
Do you think Indian healthcare needs these contact centers, or are they already functional here?
It is functionally present here, and it is a great need today. I don’t think we are at a stage where Indian healthcare needs to be educated on this. We have crossed that phase.
Now, everyone is evaluating some or the other form of a patient-facing platform that would address their specific needs.
What are the challenges encountered in this space?
Most platforms come with complex workflows, and integrations are not straightforward. Besides, the pricing models followed are not flexible.
We understood all of these challenges and broke them down into addressable pieces.
Look at these statements:
- We operationalize our platform within 24 hours for our customers
- Our platform is so intuitive that customers undergo 2 hours of training, and they are good to go
- We build all the first-time customizations for our customers, free
- We have pre-built integrations
- Our pricing model is all-inclusive – per-minute pricing. No minimum commitments, no contracts, and no guarantee on the number of licenses
- Our support SLAs are in hours and real-time
What is the future of these healthcare contact centers?
Every organization today talks about digital transformation, which leads to exceptional customer experiences. It is no different in the healthcare space, though the difference here is we call it the patient experience instead of the customer experience.
Contact centers are the lifeline of every customer experience initiative. This is like the fundamental building block of any healthcare facility; you cannot ignore this anymore.
Contact centers are here to stay – well and truly.
Related Resources
See how we have helped contact centers in the healthcare industry.
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