Optimizing Patient Care Using Healthcare Call Center Software

Modern-day patients no longer seek mere treatment. They want a pleasant patient experience, compassionate and personalized care, and the convenience of digital technologies – the whole nine yards.

Seeing this trend, healthcare providers are discovering ways to imbibe a patient-centric outlook to deliver to expectations. Among the various facets of healthcare undergoing transformation, workflows relating to availability and accessibility are experiencing the greatest paradigm shift.

As a result, most establishments are investing in healthcare call center software solutions. Such a trend is pushing this niche industry to grow at a CAGR of 19.9% for the forecast period of 2023-2033. Here’s looking at its role and importance.

Roadblocks to Healthcare Call Tracking and Management

To truly appreciate the contributions of healthcare call center software, one has to understand the challenges of call tracking and management in the healthcare industry. These include:

• High Call Volume: Healthcare providers, big or small, receive high volumes of incoming calls. Such calls may peak during certain seasons, calamities, etc. Managing such an influx of calls can be overwhelming and resource-intensive.
• Emergency Escalations: In addition to the high call volume, healthcare providers also have to serve these calls expeditiously. Striking the balance of speed, quality, and quantity can be tough, especially when there is no call prioritization mechanism.
• Appointment Scheduling: Most calls to healthcare providers revolve around appointment scheduling, rescheduling, and cancellations. Handling such appointments can be difficult without the right set of tools.
• Compliance Requirements: Healthcare organizations may be governed by local laws and regulations, such as the GDPR in the EU and HIPAA in the US. Failure to maintain compliance while handling calls can attract hefty fines that can climb as far as $115 million in some cases.
• Internal Communications: Apart from the incoming calls, healthcare staff members also have to manage internal communications to coordinate patient care and other operations.

Healthcare Call Center Software: An All-in-One Solution

Given the typical challenges of call tracking and management in the sector, healthcare call center software plays an instrumental role in staying a step ahead. Here’s how:

Streamlined Call Management

The healthcare call center software works as a centralized hub for managing all inbound and outbound calls. Think of it as a smart telephone exchange that can assign priorities to calls, redirect them to the right healthcare professional, capture caller details, and so on. It is the backbone of efficient call distribution with minimal wait times.

24/7 Availability

Healthcare establishments can leverage healthcare call center software to offer round-the-clock availability and patient support. From playing automated messages to flagging emergency calls, contact centers can do everything to promptly service customers even outside business hours. Such 24/7 availability instills trust, confidence, and reliance.

Intelligent Call Routing

Call center solutions can capture preliminary details such as the caller’s details, the nature of the inquiry, etc. At the same time, it can dip into healthcare data analytics to gain further context based on historical information and patient records, if any. Using such data, it can algorithmically transfer the call to the appropriate authority for quick redressal.

Multichannel Patient Engagement

Most healthcare call center platforms can integrate with other systems like Healthcare CRM software, omnichannel communication tools, medical records, etc., for heightened patient engagement. Such a setup allows healthcare establishments to send personalized messages like automated appointment reminders, follow-up calls, healthcare tips, prescription top-up reminders, etc., to enhance the patient experience.

Self-Servicing Facilities

Healthcare call center software can be an enabler of self-service. Its interactive voice response (IVR) module allows patients to schedule/reschedule/cancel appointments, request medicine refills, receive health updates, generate invoices, and more. Such self-managed services minimize the need for human agents for routine tasks.

Regulatory Compliance

Healthcare call management and analytics solutions are developed with compliance in mind. Whether it is maintaining patient data confidentiality or securely transmitting medical records to authorized stakeholders – the healthcare call center software can do it all while maintaining compliance with the strictest of healthcare regulations – HIPAA, GDPR, and anything else that’s to come.

Administering Telemedicine

With the rising popularity of telemedicine, healthcare call center software solutions can come in handy for orchestrating remote consultations. Patients can connect with healthcare providers over calls or video conferences, which grants them quick and convenient access to trusted medical opinions. At the same time, it minimizes hospital visits unless absolutely necessary.

Tracking and Analyzing Calls

Contact centers come equipped with robust call analytics for healthcare – or any other industry for that matter. Healthcare establishments can use the platform to monitor call volumes, peak call hours, and frequently occurring inquiries. Such insights allow them to redistribute resources effectively and introduce automation wherever possible.

JustCall: Making Healthcare Call Management Healthier

JustCall is a powerful cloud telephony platform offering a range of features and functionalities to address the specific requirements of the healthcare industry. For starters, it operates as a comprehensive healthcare call center software to efficiently manage high call volumes and smart routing.

It empowers healthcare professionals and administrators in handling emergencies and scheduling appointments. All internal and external communication tools on JustCall are HIPAA and GDPR-compliant, adding another layer of trust. All in all, it is the best way to deliver exceptional patient care.