Why CallMiner?
See how we help you translate customer insights into business value.
Learn More
Solutions
Today’s healthcare organizations must navigate a complex landscape of evolving reimbursement models, regulatory demands, and rising patient expectations.
In an era when consumer experience defines success, delivering exceptional service and improving patient satisfaction isn’t just a priority — it’s critical for maintaining a competitive advantage and a strong financial position.
Every interaction—whether scheduling appointments, refilling prescriptions, resolving billing inquiries, or coordinating post-visit care—shapes patient perceptions and loyalty.
By implementing proven healthcare call center best practices, you can transform these touchpoints into opportunities to build trust, satisfaction, and lasting relationships.
By adopting the right tools and techniques, healthcare organizations can turn routine call center interactions into powerful moments of connection and care. Here’s how conversation intelligence brings that transformation to life:
With CallMiner’s industry-leading conversation intelligence platform, your organization can adopt these best practices and turn every call into a chance to strengthen patient connections and drive measurable results.
Powered by AI, Eureka goes beyond just listening—it analyzes, predicts, and improves every conversation across calls, chats, and emails. The result? Better patient experiences and a more efficient call center.
Here’s how CallMiner Eureka transforms healthcare call centers:
Learn more about how UCHealth has transformed their healthcare call center with conversation intelligence.
In healthcare, every conversation matters—not just for resolving issues, but for building trust, loyalty, and better outcomes. CallMiner Eureka doesn’t just listen to patient interactions; it understands them, transforming raw conversations into actionable intelligence that drives real change.
Here’s why healthcare leaders trust CallMiner to revolutionize their call centers:
With 20+ years of AI leadership and billions of conversations analyzed, we’ve perfected the science of decoding patient needs—so you can deliver smarter, faster, and more empathetic care.
Move beyond random call sampling. Capture, transcribe, and analyze every interaction across calls, chats, emails, and portals to uncover hidden trends, risks, and opportunities.
Empower agents with AI-driven sentiment analysis and next-best-action insights, helping them de-escalate frustration, clarify confusion, and respond with precision in the moment.
Automatically score 100% of interactions and deliver data-driven feedback, so supervisors can target training, boost performance, and foster a culture of excellence.
Stay ahead of HIPAA with automated redaction of PHI/PII, ensuring sensitive data is protected without manual effort—so you can focus on patient care, not compliance risks.
Break down silos by unifying patient interactions from every channel—voice, chat, email, and more—to map the full patient journey and close gaps in care.
CallMiner drives measurable outcomes — from lowering escalations to improving patient satisfaction — supported by clear ROI strategies, top-tier customer support, step-by-step ROI guidance, world-class support, and innovation from an enthusiastic user community.
A call center that doesn’t just handle calls but transforms them into moments of trust, efficiency, and exceptional care.
A call center or contact center in healthcare organizations is responsible for handling conversations with patients to answer questions, schedule appointments, refill prescriptions, handle billing, follow up on visits, and manage plans of care.
Healthcare call center best practices are capabilities, policies, and protocols that call centers can adopt to improve outcomes, drive efficiency, and enhance the experience of patients. Healthcare call center best practices include policies such as capturing and analyzing 100% of conversations with patients, collecting data from conversations instantly, scoring every call to provide agents with automated feedback, and enabling patients to communicate on any channel they choose.
Conversation intelligence is a technology that helps organizations analyze and gain insight from interactions with customers, patients, employees, and other audiences. Using artificial intelligence and machine learning, conversation intelligence solutions can determine the meaning of a conversation as well as the emotion in voices to reveal needs, desires, opinions, and expectations. By turning the unstructured information in a conversation into structured data that can be analyzed, categorized, and scored, conversation intelligence helps organizations uncover areas for business performance improvement that can drive growth and transformational change.
CallMiner Eureka automatically redacts sensitive patient data (PHI/PII) from transcripts and recordings, ensuring compliance with HIPAA, GDPR, and other regulations. Our platform also provides secure access controls and audit trails, so you can analyze interactions without compromising confidentiality.
Our AI-powered platform detects frustration, confusion, or urgency in real time, allowing agents to adjust their approach mid-call. Supervisors can also receive alerts to intervene in high-risk situations, preventing escalations and improving resolution rates.
By identifying common call drivers (e.g., billing questions, appointment scheduling), you can:
This reduces repetitive inquiries while ensuring complex issues get the attention they deserve.
CallMiner lets us enable our agents with real-time guidance to draw attention to what’s actually happening. This helps us encourage and drive active listening skills, while also guiding the agent to take appropriate action.
Contact Center Director, Kelsey-Seybold Clinic
