If there’s any industry that’s in the midst of a transformation, it’s healthcare.
Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach to their own care.
But, as the saying goes, doing so is much easier said than done. Today’s healthcare providers and payers are tasked with the challenge of meeting patient care expectations and regulatory compliance requirements while continually improving operational efficiency.
That’s where speech analytics comes into play.
A solution that gives healthcare organizations valuable insight into interactions between patients and call center representatives, speech analytics can be the key to improving the patient experience.
Let’s take a look at how:
Leverage Patient Insights
With the patient community more reliant on healthcare services (appointment scheduling, health plan enrollments, billing and insurance, etc.) than ever before, patient satisfaction is becoming increasingly important in a competitive healthcare market.
With speech analytics in place, health systems can automatically monitor, analyze, and score 100% of patient interactions – regardless of the communications channel used (phone, social media, email, live chat, etc.). By leveraging these insights, payers and providers can develop a full and complete picture of the patient journey, helping them to provide better customer service overall.
Track Patient Sentiment
As the healthcare industry evolves, so too does the role of the healthcare consumer.
“With rising expectations for transparency, value, and customer service, as well as a willingness to seek healthcare service from less traditional sources, the healthcare market as we know it is being upended – and the consumer is in the driver’s seat,” notes PricewaterhouseCoopers’ “Birth of the Healthcare Consumer” report.
In addition to uncovering patient insights, speech analytics can also help health systems identify patients at risk of leakage so that proactive steps can be taken to retain them.
Identify Root Cause of Issues
Along with identifying patients at risk of going elsewhere for healthcare services, speech analytics also uncovers root causes of issues that may be leading to patient dissatisfaction. The advantage is two-fold: Health systems can retain patients while also reducing operational costs.
With this information in hand, payers and providers can address patient pain points and ensure that agents are trained to resolve or escalate appropriately. What’s more, they can provide measures and metrics that align operations to a team, a department, or key performance objectives.
Deliver Fast Performance Feedback to Agents
Agents are on the front line and, as a result, have an immediate impact on the patient experience. Effective performance management is therefore paramount, not only to running a great healthcare contact center, but also to retaining and adding patients in an increasingly competitive environment.
CallMiner Eureka and myEureka performance portals introduce a transformative approach to performance management. They deliver fast, efficient performance feedback to agents and supervisors, allowing customer service teams to provide exceptional experiences for consumers.
In addition to the above, speech analytics also helps healthcare providers and payers stay compliant with HIPAA and other regulatory requirements.
Using analytics, health systems can automatically transcribe and score every patient interaction to identify relative compliance risk, provide real-time quality and compliance monitoring, and give next-best action guidance to agents during an interaction to quickly address any issues. The end result is improved agent performance, which ultimately leads to a better experience for the customer.
As the healthcare industry continues to undergo a significant transformation, organizations will need to adopt certain healthcare call center best practices in order to reach and effectively communicate with the patient population. With speech analytics technology in place, health systems can provide the types of patient experiences that will lead to better business and patient health outcomes overall.