The experience for patients on the phone is far from optimal. Patients experience:
- Long hold times
- 3-4 transfers to get to the correct destination
- Broken extensions
- Full or malfunctioning voice mailboxes
- Lack of resolution of their needs.
On average, one third of incoming phone callers abandon the call before they get help and 60% of incoming phone calls to your hospital are unresolved. This requires multiple phone calls from patients to get their needs met and to transact business, which exacerbates your phone call volume problems.
The Patient Assistant for Hospitals allows you to solve your patient experience problems on the phone easily and at a fraction of the cost of a human operator. The Patient Assistant allows callers to use natural language to navigate your telephony system and intelligently routes them to the correct destination more often than a human. With the Patient Assistant:
- Call abandonment is markedly reduced
- Hold times shrink considerably
- Callers are transferred on average one time during a call rather than 3-4 times
- First call resolution rises considerably
- Daily call volume handled by humans operators is reduced 50%
- Patients have a much more consistent brand experience
- And with EHR integration, automated transactions like scheduling functions, prescription refill, bill pay, and medical records requests become possible.
