We all can appreciate the major challenges facing those in the healthcare industry and we as their patients/customers. There is interest on the part of health services providers to provide differentiated value in an increasingly competitive market and do so in a cost effective and highly efficient manner. For us, decreasing the complexity of dealing with healthcare providers and hopefully being beneficiaries of a bent cost curve, along with having more proactive and responsive care are our top concerns.
For the above reasons it is no surprise that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable.
What this means for those providing contact center solutions should not be under-appreciated. Whether it involves patient outreach, the increased use of self-service for FAQs, video-enabled consultations, remote monitoring, and a host of other new and exciting capabilities enabled by omni-channel interactive functionality, a few important goals are being met.
The first is the ability to leverage technology to provide a greatly enhanced level of customer care that is more responsive. The second is the use of technology to bend the cost curve of both proactive and reactive patient care. And, the last, related closely to both of the above is the ability of healthcare providers to different themselves from their peers in a highly competitive market by offering “personalized” services.
It is for this reason that you should be interested in the forthcoming webinar, “Improve Patient Engagement and Profitability: Embrace Consumerism and New Technology,” sponsored by Contact Center Solutions Community host, Interactive Intelligence, to be held Tuesday, November 11th 2014, 11:30AM EST / 16:30 GMT.
This webinar is designed for healthcare IT professionals and their contact center executives. Industry experts will discuss the technologies and best practices that can make customer interactions more patient-centric and cost-effective. These are recommendations that address the needs to improve the speed and quality of care delivered while reducing costs and providing competitive differentiated value through personalization.
Panelists include:
Nancy Jamison, Principal Analyst, Information and Communication Technologies with Frost & Sullivan, will discuss key trends impacting healthcare providers, and how technology can make providers actual trendsetters.
Bill Ramalho, CIO/CTO of Fairfax Family Practice Centers and Virginia Surgery Associates, two leading medical care providers in Northern Virginia, will share the four core principles of his organization's solution philosophy, and how contact center and business process automation have helped improve profitability, outreach and patient engagement.
Rachel Wentink, Senior Director, Business Automation Group for Interactive Intelligence, who will share customer use cases. This presentation will highlight where providers have integrated the contact center platform with core systems like Epic to deliver personalized, cost-effective outreach and self-service.
While the contact center may not be the first place one thinks of in terms of investing in state-of-the-art solutions to improve healthcare delivery, they should be. In fact, participants in the webinar will likely agree that the word “should” needs to be changed to “must.” Time has been left for an extensive Q&A so that you can have your questions answered and here what is top of mind not just of the experts but of your peers.
Contact centers and compelling healthcare services are a combination that if only a small part of your current ICT spend are going to be increasing important and soon.