HEALTHCARE

Keep pace with patient care expectations and compliance requirements

Conversation analytics provides insights that positively impact the patient experience – both outcomes and satisfaction – while driving business improvement.

Improve patient satisfaction

Gain insights to improve patient experience for scheduling appointments, getting insurance and billing questions answered, and more.

Reduce compliance risk

Automatic redaction ensure transcripts from calls and text-based interactions meet compliance requirements, such as HIPAA, while preserving the insights needed to drive improved experiences such as prescription refills, test results, and caregiver questions.

Improve operational efficiency

By automatically monitoring and analyzing 100% of interactions healthcare providers and payers can better understand drivers of wait times, billing issues and more, and make improvements.

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.

  • Measure patient emotion, including identifying at-risk patients in real-time
  • Discover patient trends, including reoccurring issues or unexpected challenges
  • Identify 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.

  • Provide next-best guidance to agents during an interaction to help achieve the desired outcome
  • Quickly and effectively identify patient conversations that should be escalated to a supervisor
  • Use voice of the customer intelligence to identify those who need additional support during the patient journey, from appointment to payment

Learn more about our Coach product

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Stay compliant with HIPAA and other regulatory requirements

Reduce or eliminate fines with more effective compliance monitoring.

  • Automatically transcribe and score every patient interaction to identify potential compliance risk
  • Automated compliance monitoring can alert supervisors of potential infractions for coaching and performance improvement
  • Support agents with next-best guidance to meet compliance requirements in real time

Learn more about our Redact 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