When it comes to offering a seamless patient experience, healthcare organizations face a unique challenge. Patients often deal with perplexing interactive voice responses when they try to contact a provider.

The patient experience has transformed substantially in the new COVID-19 era. It has become vital for healthcare providers to adopt a solution that not only provides a positive experience but also enables seamless integration with their CRM. To offer a positive patient experience, contact center agents are discovering innovative concepts to enhance patient service delivery and minimize the time required in answering the patients.

Medical Call Centers: What They Are and How They Work

Consider calling your doctor when you have a high fever, discomfort, or other symptoms. You undergo a long list of instructions before being transferred to an on-call nurse, who must draw up all of your medical information. The time spent trying to find this data is inefficient and dissatisfies both the patient and the nurse.

Medical contact centers are critical in projecting a positive image to clients and ensuring that they are effectively serviced. Patients can be assured that their requirements will be met by the appropriate healthcare specialist when they call a specific medical call center. And if a company wishes to retain customers, they must make a strong first impression.

The following are some of the advantages of successful interaction between a patient and a healthcare provider:

• Patient management improvement
• Accelerating Response Time
• Reducing operational costs
• Improved reputation

Medical call centers must comply with stringent regulations. They must also adhere to federal and state standards.

Medical Contact Center Integration with EHR

Integrating patient electronic health records (EHR) into your contact center application gives up a slew of opportunities for optimizing clinical operations, lowering expenses, enhancing efficiencies, and improving the patient experience. It also enables self-service options through interactive voice response to automate processes that don’t involve human intervention, such as scheduling or cancelling an appointment, settling their bill, or collecting prescription data.

Multiple workflows, ranging from patient scheduling to referral management and triage, are supported and enhanced by the ability to access EHR data with an incoming patient call instantly. Healthcare contact centers can now enhance the overall patient and agent experience with the ability to reduce call handling times, which enables to be more productive. Patients do not need to be put on hold, asked to wait, or transferred to other departments, hence call abandonment is reduced.

Medical contact centers, without a doubt, are working hard to save time and assist any health provider in providing quality patient care. Every EHR system that is integrated to a call center software offers sorted data that is sorted, stored, and accessed on a centralized location. This enables the feature of keeping patients informed regarding their treatment plans and taking into account all aspects of a patient’s condition when scheduling appointments. By streamlining workflows and offering additional self-service options, the integration of EHR and contact center enhances the overall journey of the patient.

Wrapping Up

To deliver a high-quality healthcare service and improve patient satisfaction, the integration of medical contact centers and EHR systems as a well-structured and regularly updated database is critical. In order to establish a seamless agent experience, personalize the complete patient experience, and improve operational efficiencies, health organizations must incorporate essential integrations between their contact centers and EHRs.