Patients are the actual assets of a healthcare organization; taking care of their experiences and satisfaction is something healthcare service providers can never compromise on. Healthcare contact centers have incorporated multiple industry transformations, such as online consultations, AI-powered diagnostics, e-prescriptions, etc., into the existing workflow. However, even after comprehending modifications to make the patient care journey hassle-free, modern healthcare contact centers still face some challenges that must be addressed.
This article will discuss some significant challenges hampering healthcare contact center operations and provide solutions that NovelVox offers to eliminate such issues.
5 Common Healthcare Call Center Challenges & Solutions by NovelVox
Challenges in healthcare contact centers are not a new phenomenon because of the industrial complexities and technological transformations. However, to address these challenges, there are tailored solutions offered by NovelVox, one of the leading contact center integration platforms (CCIP).
Long Patient Wait Times & High Call Volumes
Challenge:
Healthcare call centers often struggle with high call volumes, leading to long patient wait times and dropped calls.
Imagine a patient calling a healthcare contact center for an update on an upcoming appointment or to follow up on a test result and waiting so long to connect with an agent. Waiting on hold increases frustration and stress for the patient, which can lead to a loss of trust. Medical issues are generally time-sensitive and critical, and delays in such cases can impact the health and well-being of patients.
Solution by NovelVox:
To address this issue of long wait times, NovelVox offers the following solutions.
- Self-Service Options: IVA integration and conversational AI chatbot by NovelVox manage routine inquiries and reduce costs by 40% and call wait times by 80%.
- Smart Routing & AI-Powered IVR: The advanced call routing functionality by NovelVox automatically routes calls based on intent, priority, or patient profile.
- Integration with EHR (Epic, Cerner, etc.): NovelVox offers seamless integration with 100-plus major business applications, which allows agents to access patient info instantly, reducing call handle time.
Agent Fatigue & Burnout
Challenge:
Agents juggle between multiple disconnected systems, increasing stress and error rates.
Suppose agents have all the tools required to assist patients, but when they offer assistance, they have to open multiple tabs and screens to check the information and respond. For example, if the agent has to schedule an appointment for the patient, he has to open one application for checking the details and another for booking the appointment. These disintegrated systems cause unnecessary delays and poor customer experience.
Solution by NovelVox:
Here is the solution to the aforementioned problem by NovelVox.
- Unified Agent Desktop: A unified agent desktop or agent accelerator by NovelVox combines EHR, CRM, CTI, and communication tools into a single interface, which helps agents access all the required information on a single screen. Whether they have to book an appointment or resolve a billing issue, they can do it all without switching screens.
- 360° Patient View: Offers context-driven insights, eliminating the need to toggle screens or ask repetitive questions.
Lack of Personalization in Patient Experience
Challenge:
Patients feel like a “number” due to generic interactions.
Offering personalized assistance to each patient becomes complicated for agents due to a lack of relevant data and required insights. This makes the patients feel unheard of or unimportant. However, agents try their best to assist in the best way possible, but due to incomplete information and data silos, they find it difficult to address the query on time with accuracy.
Solution by NovelVox:
NovelVox addresses this issue in the following manner.
- AI-Powered Patient Insights: A well-integrated system and AI-powered insights provide agents with personalized prompts based on past interactions, demographics, or health history.
- Automated Patient Verification: The automated verification process speeds up identity checks securely, which improves the first-call resolution rate.
| 💡 Download Whitepaper | Patient Experience in Future |
Disconnected Systems & Data Silos
Challenge:
Call centers operate in isolation from EHRs, billing, or appointment systems.
Imagine a healthcare contact center where there is no integration between the tools, and every application generates its own data that gets stored individually. This not only creates data silos but also hinders agents from offering contextual and factual assistance on time.
Solution by NovelVox:
Here is how NovelVox addresses this issue.
- CCIP (Contact Center Integration Platform): The seamless integration capability by NovelVox connects Cisco, Avaya, and Genesys with Epic, Cerner, Athena, etc., which enables agents to access information from multiple tools/databases at the same time without switching screens.
- Real-Time Data Sync: Ensures agents and patients see updated, coherent information across channels.
| 💡 Also Read | Optimizing the Healthcare Industry with Contact Center Solutions |
Inconsistent Patient Engagement Across Channels
Challenge:
Lack of continuity across voice, chat, email, and mobile leads to poor patient satisfaction.
Patients these days use multiple channels to connect with the patient support team and expect the same contextual interaction and responses on every platform, such as social media, calls, emails, web chats, etc. This is only possible when agents can access all the communication channels on a single screen with interaction details and a summary.
Solution by NovelVox :
To resolve this challenge, here are the solutions by NovelVox.
- Omnichannel Orchestration: CXInfinity, an omnichannel solution by NovelVox, delivers consistent experiences across digital and voice channels. This tool helps propel lasting, valuable relationships with your customers and boosts agents’ confidence during the interaction, too.
- Context Retention: CXInfinity, an omnichannel solution by NovelVox, delivers consistent experiences across digital and voice channels. This tool helps propel lasting, valuable relationships with your customers and boosts agents’ confidence during the interaction, too.
| 💡 Also Read | Everything You Need to Know About Patient Engagement |
Wrap-up
Healthcare contact centers that deal with the mentioned issues often have unsatisfied patients. As a result, patients lose their patience and switch to other healthcare organizations. Long wait times, inconsistent communication, and a lack of personalization drive patients away. Therefore, it is crucial to rethink patient engagement strategies.
A modern healthcare contact center should implement strategies that offer.
- Smart routing and AI-powered IVR integration.
- Unified agent desktop with EHR integration.
- Insightful analytics to drive overall performance.
- Self-service options and omnichannel support.
Healthcare providers can reduce operational challenges and deliver compassionate and efficient care by considering the discussed solutions. Having an integrated work environment using the NovelVox contact center integration platform will enhance patient experience and support in improving the functioning of the healthcare contact center.
