Healthcare organizations and professionals around the world are increasingly beginning to realize the importance of automated customer service.
Overview
Measurement of patient satisfaction stands poised to play an increasingly important role in the growing push towards accountability among healthcare providers. Rising healthcare costs for customers and increased competition are forcing medium to large healthcare organizations to identify new ways to improve customer service, increase revenues and reduce costs. Healthcare organizations are grappling with complex service processes, wherein constituents are increasingly demanding the ability to interact with organizations via any communication channel (email, phone, chat, fax, or Web) at any time. Healthcare customers today seek to be educated and informed, and demand personalized attention and single-touch issue resolution.
Healthcare organizations and professionals around the world are increasingly beginning to realize the importance of automated customer service. They are concentrating on delivering high quality patient care at controlled costs.
Challenges
- Pre-certification and Authorization
- Customer Complaint Management
- Minimizing Talk Time
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Offerings
Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Servion designs, develops and implements customer self-service solutions across multiple channels viz., voice and Web. The goal is to enable customers to use self-help for information such as general information about the organization, appointment fixing information, surgery fixing information and other related queries.
⇢ COMPUTER TELEPHONY INTEGRATION (CTI)
Servion’s CTI solutions, along with back-end applications, enable callers to obtain the requested authorization codes for various patient procedures. On validating the caller by obtaining the SSN, Patient date of birth and gender, the solution provides the authorization for pre-certification, urgent and emergency hospitalization and 'admitted' and 'patient discharged' details to its callers.
⇢ MULTI CHANNEL SOLUTIONS
With the complaint management solution, Servion allows customers to lodge their complaints easily through their preferred channel (voice or email). The solution, along with your back-end application, will record customer complaints and feedback and route it to the appropriate officer. All complaints and feedback can be tracked as well.
⇢ OUTBOUND SOLUTIONS
Servion's solutions integrate seamlessly with back-end applications to provide multichannel (SMS, voice, e-mail) marketing campaigns for special product promotions. These messages can be customized to the recipient and can also be used to execute C-SATs.
