HEALTHCARE

Deliver a world-class patient experience and improve satisfaction

Healthcare organizations with the best patient experiences drive better retention and financial outcomes. Conversation analytics provides the map to get there – including efficiency, quality of care and satisfaction leading to higher reimbursement. 

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Increase patient satisfaction

Track patient satisfaction and uncover what’s driving sentiment to better serve patients and increase convenient self-service.

Improve quality of care

Automatically monitor conversations and provide real-time alerts to effectively route, triage and escalate interactions as needed.

Drive higher reimbursement

Build a connected patient experience and proactively identify experience issues without relying on solicited sample-based surveys.

Achieve better outcomes

Automatically deliver next-best-action alerts in real time to book the right referral, confirm coverage and improve payment outcomes.

Learn more about our platform

Healthcare organizations can now

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Prioritize patient experience

Understanding the needs of patients related to services, processes and policies makes it easier to deliver the best experiences.

  • Understand patient concerns ahead of surveys and gauge upcoming CAHPS, Press Ganey and Leapfrog scores
  • Measure patient satisfaction in every conversation, including identifying at-risk patients in real time
  • Discover patient trends, including recurring issues or unexpected challenges to better serve patients across their digital journey and even increase convenient self-service
  • Identify and analyze agents who deliver the best patient experiences to improve training across the entire agent-base

Learn more about our Analyze product

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Accelerate revenue cycle management

Keep cash flow strong and costs down, maintaining healthy margins.

  • Monitor and audit 100% of conversations for patient satisfaction and billing accuracy and even identify conversations in real-time that should be escalated to a supervisor
  • Find gaps and confusions in the patient’s journey to improve ease of paying, transparency and manage expectations
  • Identify patterns that drive successful revenue collections to improve RCM processes and agent training
  • Automatically score agents in real-time with feedback during calls to help with performance, service recovery and compliance

Learn more about our Coach product

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Improve quality of care

Real-time feedback and guidance for agents to attend patients and even save lives. 

  • Alert agents to next-best action, including answering patient questions appropriately, providing accurate information and getting the right referral booked the first time
  • Guide patients through red-flag events, triaging and routing calls to the appropriate healthcare professional
  • Transcribe and analyze conversations in real-time providing agents with performance feedback for rapid course correction
  • Identify at-risk patient conversations and coach agents in real time or post-conversation for better outcomes

Learn more about our Alert product

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CallMiner helps us ensure our patients aren’t encountering unnecessary hurdles and are getting what they need.

Sabine Harrison

Contact Center Director, Kelsey-Seybold Clinic

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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.

Sabine Harrison

Contact Center Director, Kelsey-Seybold Clinic

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This is the number one thing we wanted; something automated to understand the patient experience in a faster and more accurate way. Before CallMiner, we were doing patient surveys and manual quality assessments, and that just doesn’t offer the same level of actionable insights.

Sabine Harrison

Contact Center Director, Kelsey-Seybold Clinic