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Patient satisfaction plays a critical role in helping healthcare organizations to stay competitive. With increasing competition between traditional companies and digital startups, patients today can choose from a growing list of providers. When they are unhappy with their experience with one provider, it’s easier than ever to simply find a new doctor, choose a different hospital, or walk down the street to a competing pharmacy.
The first step to improving patient satisfaction in healthcare settings is to look at every touchpoint in the patient experience and determine how well or poorly it meets patient expectations. The healthcare or insurance call center is usually the best place to find this information, as it’s where most conversations with patients take place and where patients are most likely to reveal their honest opinions.
Tracking and measuring patient opinions and sentiment in the contact center requires advanced technology for capturing and analyzing conversations across every channel. That’s why so many healthcare organizations today rely on conversation intelligence technology from CallMiner.
Conversation intelligence is a technology that’s increasingly used for improving patient satisfaction in healthcare organizations. Unlike traditional solutions for reviewing contact center interactions, a conversation intelligence platform like CallMiner can capture and analyze 100% of conversations that take place via phone, email, chat, SMS, web, social, and other channels.
Conversation intelligence uses AI and machine learning to determine the meaning of conversations, as well as acoustic analysis to understand the emotion behind a speaker’s words and the reason they initiated contact. By turning the unstructured information in these conversations into structured data, CallMiner makes it possible to aggregate data from multiple channels and to mine it for insight into patients’ needs, opinions, and expectations.
These insights enable healthcare organizations to get a better understanding of what patients want – and what it takes to satisfy them. With this information, organizations can take concrete action to improve the patient experience in healthcare interactions, driving greater satisfaction and improving patient service.
CallMiner delivers the industry’s most comprehensive platform for analyzing omnichannel patient interactions at scale. As a global leader in conversation intelligence technology, CallMiner analyzes interactions at the deepest level, interpreting nuance in conversations to identify patterns and reveal opportunities. By connecting the dots between insight and action, CallMiner makes it easy to develop programs for improving patient satisfaction in healthcare.
The CallMiner Eureka platform provides tools for:
• Analyzing agent and patient conversations at scale.
• Alerting agents and supervisors to conversations with at-risk patients and providing next-best-action guidance to positively resolve a potentially negative customer experience or to escalate a patient to a healthcare provider for immediate assistance.
• Creating a culture of persistent improvement within healthcare call centers and adhering to healthcare call center best practices.
• Automatically mapping the patient journey and identifying touchpoints for optimization.
• Visualizing data in shareable presentations with drill-down details that reveal insights based on patient behavior, agent performance, process challenges, and other root-cause indicators.
• Capturing high-quality, speaker-separated audio for faster and more accurate transcription.
• Automatically redacting sensitive numeric data and personally identifiable information from audio and text-based conversations.
By analyzing and gleaning insight from 100% of interactions with patients, CallMiner enables organizations to align the business around a patient-first mindset and to focus on patients’ needs, expectations, and desires. Patient experience leaders can work with accurate information that details the patient experience in hospitals, at doctors’ offices, and with contact center agents, allowing them to act to effect changes that increase satisfaction.
Contact center supervisors can work with real-time feedback and post-call analysis to coach agents at the point of service and optimize contact center processes at scale. As a result, agents and call centers can improve performance to deliver better experiences for patients and offer more self-service options.
Revenue cycle management (RCM) teams can use CallMiner to identify billing confusion and friction in the payment experience, helping to improve cash flow and shorten revenue cycles. And technology teams can build better digital experiences for patients, helping to better coordinate care and improving patient satisfaction in healthcare interactions.
CallMiner Eureka offers the most comprehensive platform for analyzing omnichannel customer interactions at scale. By analyzing conversations at the deepest level – interpreting nuance and identifying patterns and traits – Eureka allows organizations to identify new areas of opportunity to drive business performance improvement.
With 2 decades of experience mining billions of hours of customer conversations, we have built a platform that can connect the dots between insight and action, turning conversation intelligence into transformational business change. Our AI- and ML-powered analytics correlate text-based and audio interactions, even when those channels are not integrated. By reviewing meaningful insight from customer interactions at scale, we provide the intelligence and information organizations need to make better business decisions. That’s why the CallMiner platform is trusted by the world’s leading organizations in healthcare, finance, insurance, travel, hospitality, retail, and other industries.
Patient satisfaction is a metric used by healthcare organizations to determine how happy patients are with the care they receive. Patient satisfaction is usually based on a patient’s expectations – patients whose expectations are met or exceeded are inevitably more satisfied with their care.
With the rise of consumerism and greater choice for patients, improving patient satisfaction in healthcare organizations has become a critical part of acquiring and retaining patients and ensuring competitiveness. To improve patient satisfaction, healthcare organizations must document each patient’s journey and take steps to understand how satisfied the patient was with care and communication at each touchpoint. By understanding a patient’s expectations, desires, opinions, and emotions about each step in their healthcare journey, organizations can take concrete action to enhance the patient experience, improving patient satisfaction in healthcare settings.
Conversation intelligence is a technology that turns the unstructured information in voice or text-based conversations into structured data that can be searched and analyzed. Using artificial intelligence and machine learning, a conversation intelligence solution captures, transcribes, categorizes, analyzes, and scores each conversation between an organization and a customer or patient. A superior conversation intelligence platform can capture 100% of every conversation across all channels, including phone, chat, email, SMS, social media, web, and others.
CallMiner helps us ensure our patients aren’t encountering unnecessary hurdles and are getting what they need.
Contact Center Director, Kelsey-Seybold Clinic
