Interactive voice response is an essential tool for any healthcare organization, regardless of whether you are an insurance provider, a pharmacy, a hospital, or a private practice. Providing patients the ability to schedule appointments, access information, manage billing, and perform other tasks easily from their phone is a key component to delivering a positive healthcare experience. Regardless of whether you provide an IVR or full-blown contact center – when your chosen tool fails to meet expectations – it can dramatically decrease overall patient satisfaction and create enormous issues in ensuring quality and continuity of care.
Following are three tips to help healthcare professionals streamline the IVR/contact center experience for both patients and providers so you can increase patient satisfaction and make your job just a little bit easier. [Read more…]