Contact Center Software in Clinical Settings
Healthcare organizations in the United States are suffering with financial crisis, shutdowns, labor shortages, and even supply chain issues. The American Hospital Association reports that hospitals are facing the worst year financially since the beginning of the pandemic, and Time Magazine warns of a coming collapse of the entire health system.
The challenges healthcare leaders are struggling with are serious and complex. And they affect all of us. Organizations are looking at ways they can provide excellent patient care while being short-staffed and underfunded. Part of their strategy is to look at the current technology they already must determine if it can be leveraged to support their efforts.
It is important that healthcare leaders are aware that technology already used by their contact centers can help improve patient and employee satisfaction, reduce costs, and even provide critical communication tools within the hospital setting.
Below we highlight some of the white papers from our Resources page to show how organizations can leverage their call center software to help address some of challenges they are facing:
Patient experience leadership should involve their contact centers when planning frictionless patient experience goals. The technology already being used in their call centers, along with well-trained, informed agents, can be leveraged to help the entire enterprise achieve its patient-first goals.
There is a lot of coordination involved when getting a patient from point A to point B. It is critical that patient transfer centers use a robust call center software program that readily integrates with other products to increase efficiency.
George Bernard Shaw once said, “The single biggest problem in communication is the illusion that it has taken place.” Notification of critical lab results is a crucial function of the clinical laboratory. Using technology such as secure messaging ensures information is received by the correct personnel, quickly and accurately, to help improve patient care.
Correcting inefficient communication can help an organization towards their Triple, Quadruple, or even Quintuple Aim. Using the tools and software that may already be available in a hospital’s contact center provides a path to successfully attain the goals of the entire enterprise.
Contact centers are using technology and well-trained teams to assist patients and medical staff in meaningful ways to play an even bigger role in improving a patient’s journey. Healthcare leaders can help their organizations do more with less by ensuring their organization is leveraging the capabilities of their call center staff and software.
Clear, immediate, two-way communication between all members of a care team will improve efficiency, reduce misunderstandings, limit time wasted looking for "the right person," and give healthcare providers more time to do what they want to do most: care for patients.
Healthcare communication is complex and notoriously disconnected. Different departments rely on different systems to perform their job and these technologies typically don’t “talk” with each other. Call center software can be highly interoperable and can be leveraged within hospitals and clinics to bridge communication gaps.