Embed Size (px)
Citation preview
Create a Winning Patient Communication Experience
Through Multi- and Omni-Channel Communications
DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily represent official policy or position of HIMSS.
The Age of the Customer
Age of manufacturing
Age of distribution
Age of information
Age of the customer
Different Patients… Different Communication Needs
The Competitive Landscape
The new reality is that the Healthcare industry is becoming more competitive.
• There are more care options for patients.
• Patients are no longer loyal to providers of inferior service.
• Provider organizations are becoming larger, bringing about efficiencies and reduced costs.
• Profitability is important to continued operations.
Expected Response Times
1 Day
1/2 Day
1 Hour
10 Minutes
1 Minute
1 Second
1975 1985 1995 2000 2005 2010 2015
Office / Branch
Fax
Call Center — Voice
Call Center — IVR
Website
SMS/Mobile Data
Comparison EnginesWeb Chat
Consumer Web Services Social Mobile
Social Media
Voice
Mobile
Web Chat
Self Service
Introducing Multi-Channel
Survey
Multi- vs Omni-Channel
Omni-channel expands upon a multi-channel environment to provide a
consistent, seamless experience through the complete care lifecycle. From the
initial contact and appointment scheduling to appointment reminders to
post-care follow-up and billing.
Omni-Channel is a Journey
Appointment/Scheduling
Test Results
Tests-discovery
Billing
Diagnosis
Referral
Research/Self Service
TreatmentFollow-Up
Consultation
Survey
Why Cloud…Why Now?
All in One Place - Universal Queue
AppointmentScheduling
Referral Treatment
Billing
Patient
EMR HMSPatient
Commitment
How Does the Contact Center Capability Fit in Your Organization?Contact Centers are not always row upon row of agents in cubicles.
• Spread across multiple departments
• Often grouped in small pockets including work-from-home
• Can support various business functions (scheduling, admissions, care lines, telehealth, billing, etc.)
• Perform both inbound and outbound work
• Support more than just phone
Scheduling/Admissions
Care lines
Billing
The Impact on the Staff
By consolidating multi- and omni-channel communications through a single, universal queue your staff will
• See patient information before the call is connected via screen pops.
• Gain a complete view into patient communications history within your organization.
• Work on a single platform without continual switching between applications
• Have the ability to handle issues quicker and with fewer transfers.
• Gain efficiencies throughout communication lifecycle.
The End Game: Improved Patient/Member Experience
By introducing multi- and omni-channel communications in a single platform your patients/members will experience
• Ability to communicate with you on their preferred medium and timeline
• A more personalized level of service throughout the process
• Consistent service from all employees with whom they communicate
Robert ScolaDistrict Sales Manager,
HealthcarePhone: 703.554.3753Email:
Shane TempestAccount Executive, HealthcarePhone: 801.859.6243Email:
[email protected] #5475inContact.com/healthcare
