Modern contact centers deliver a seamless patient experience
Healthcare organizations looking to upgrade their contact center or phone systems, foster a more engaging patient experience or save money – as well as those migrating to a new electronic health record such as Epic, Athena or Cerner and looking to get the most out of the change – could benefit from this webinar.
Amazon Connect is a cloud contact center that uses artificial intelligence and machine learning to improve the patient experience. It can facilitate skills-based routing, task analysis and management, in addition to proactive appointment notifications.
Combine Amazon Connect with SpinSci allows healthcare organizations to integrate the platform into the back-end of their EHR, create a more personalized patient experience.
SpinSci translates patient requests to the EHR. When a patient calls or initiates a chat, the platform can quickly find their patient file and see that they have an appointment coming up in a few days. They can ask them up front if they need to reschedule an appointment or if they have a question about the appointment.
“We took AmazonLexand we have integrated it into many crucial EHRs. It’s capable of handling tasks like scheduling an appointment, paying a bill, or refilling a prescription,” says Ashvin Asava, chief revenue officer at SpinSci. “He can understand your symptoms and direct you to the right resource within that health system. »
He explains that in one hospital, contact center agents took an average of 1 minute and 17 seconds to find a patient.
“This platform is very valuable because if we can save 1 minute and 17 seconds for these agents – who receive thousands of calls per day – that creates a huge return on investment,” he adds.
Reduce costs with contact center flexibility
One of the advantages of the platform is that it automates tasks, improve agent productivity and allow the healthcare organization to reduce the number of full-time employees required to operate the contact center. These funds can then be reallocated from the contact center to an area of need on the clinical side of the business.
Scott Merritt, patient experience architect at CDW, says Amazon Connect also helps contain costs by not charging licensing fees. Instead, customers pay for their consumption. As a result, some organizations use the platform as a backup solution. If they have issues with their on-premises platform, then they can turn to Amazon Connect and pay only for what they use.
The platform also allows plug-and-play applications. If an organization isn’t ready to completely replace its on-premises system, Amazon Connect can bring AI to the table, Merritt says.
The webinar will take place on December 10, 2024 at 12 p.m. EST. Register here to reserve your place.