Top 5 Automation Tools for Healthcare to Enhance Customer Service

 


In today’s time, every sector is swiftly adapting to the latest trends and technologies to perform well and stay competitive. The healthcare industry is one such industry that is leveraging advanced technologies like contact center software solutions to automate systems and deliver the best possible healthcare and overall customer satisfaction. 

In a report by Precedence Research, the global healthcare automation market size was estimated at USD 35.2 billion in 2022 and is forecast to reach USD 90.88 billion by 2032, growing at a CAGR of 10.00%. So, there is no doubt that automation is making a great impact on all aspects of healthcare processes including appointment scheduling, handling patient queries, follow-ups, data storage, clinical assessments, billing, and a lot more. 

In this blog, we will explore some of the most effective automation tools that are transforming the way customer care representatives in the healthcare sector serve their customers. 

  • IVR System: IVR or Interactive Voice Response system is being widely used in the healthcare sector to provide callers with an automated menu. It is a kind of self-service option that lets them select an option like booking an appointment, accessing a lab report, prescription refills, and more without speaking to a live agent. This way, all the routine inquiries can be handled smoothly while allowing agents to focus on more complex tasks. This also reduces wait times for patients. 


  • Chatbot: AI chatbots are increasingly used by healthcare organizations to manage routine tasks such as appointment scheduling, sending automated appointment reminders to patients, patient onboarding, prescription refills, and more. These are available 24/7 to provide immediate responses to callers via websites or apps. In some cases, Chatbot can also be used to provide a preliminary assessment of (patients or casualties) in order to determine the urgency of their need for treatment and the type of treatment required by gathering preliminary information from patients.


  • Auto-Attendant: In the healthcare sector, organizations are likely to receive a large number of incoming calls including emergency calls. With the help of auto-attendant systems, incoming calls can be routed quickly to the appropriate departments or individuals based on pre-programmed criteria. This prevents the need for connecting to a live agent and also ensures that patients are directed quickly to the right person or department without putting them on hold for long. 


  • Speech Analytics: Another important automation tool for the healthcare industry is the speech analytics tool. It helps organizations analyze patient conversations in real time, determining emotions, categorizing critical issues, and offering insights into overall patient satisfaction. This tool can be highly useful for healthcare providers in improving service quality and providing appropriate training to their staff for better outcomes and enhanced patient satisfaction. 


  • Automated Survey: Automated surveys can be performed using IVR to gather patient’s feedback about their overall experience with customer service. Besides, automated survey tools can also be used to gain feedback from customer service representatives to ensure continuous improvement. These surveys can help healthcare providers understand challenges faced by patients and staff, track performance, and optimize all the key processes.

Conclusion

Automation is gradually making a great impact on the healthcare sector, allowing customer care agents to focus on providing patients with faster and more personalized experiences. By integrating all the above-mentioned automation tools, healthcare providers can experience more efficient operations and enhanced patient satisfaction. If you belong to the healthcare sector and are looking for a platform that offers all the automation tools in one place then you can explore HoduCC Omnichannel CX Suite which comes equipped with various automation tools to help healthcare providers streamline their services, reduce costs, and deliver superior patient care. To know more, visit- https://hodusoft.com/omnichannel-cx-suite/.


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