Automated Telephone Systems, Contact Center Services to Play More Prominent Role in the Healthcare Industry
January 28, 2010
Regardless of whether government healthcare reform passes, technology experts are of the opinion that automated telephone systems and contact center services will be playing an increasingly prominent role in the healthcare industry moving forward.
Already, healthcare organizations are making use of automated communications technologies to facilitate services such as nurse triage, patient transfer, disease management, automated proactive alerts/messaging, physician referral, surveys and dissemination of health information. Many of them are automating communications processes for the first time – and they’re discovering the costs savings and efficiencies to be gained from doing so are nothing short of phenomenal.
As such, Paul Logan, CEO of Contact Solutions, which offers on-demand contact automation solutions including IVR, email/text messaging and web transactions, and call center analytics, will be addressing this issue during the 9th Annual Conference on Bio/Pharmaceutical and Medical Device Contact Centers, currently underway in Philadelphia.
Specifically, Logan will be discussing innovative solutions that can help healthcare organizations, both private and public, make the migration to automated outbound/inbound communications for the purpose of speeding and improving patient care and customer service.
As per a press release, Logan will present the results of Contact Solutions' work to help state public health agencies and private healthcare providers who responded to various state and federal mandates by implementing self-service options that improved service and created new savings.
In one case, a government healthcare agency is saving more than $100,000 each month since implementing Contact Solutions’ software.
In another, a healthcare insurer saved $750,000 after Contact Solutions helped it launch a multi-lingual outbound application in response to impending state legislation. The solution, offered in six languages, was deployed in two weeks to meet the state's deadline.
Logan will also discuss how past lessons learned can help contact center leaders prepare for potential state and federal legislative changes.
'Regardless of the particulars of healthcare changes, we'll see massive increases in contact center traffic in the coming months,' Logan said in the release. 'Contact Solutions' on-demand, multi-channel solution will help healthcare-focused contact centers increase customer satisfaction and save money in the process, without throwing money away on hardware, licenses and annual maintenance.'
Contact Solutions made news last week when it
announced the launch of its Continuous Improvement Recommendation Report for contact center leaders.
The report offers executives with actionable recommendations, in real time, that can have an immediate impact on the bottom line. For the first time, executives can access detailed descriptions and projected dollar savings by application, as well as recommended enhancements.
The report also identifies key project participants responsible for expediting resolution and results for each recommendation. Contact center leaders can set parameters for notifications, such as when a particular savings recommendation has aged a certain time-period or reached a certain dollar amount.
