It’s difficult to run a healthcare call center without leveraging contact center technology.Â
All patient data needs to be updated in real-time so everyone involved in the patient journey has the right information. Using AI-integrated call center software ensures you can give all your patients an exceptional experience.
With so many healthcare call center software available on the market, it can take time to choose among them.
Let's look at the best healthcare call center software available in the US in 2023.Â
But before that, let's see why are such contact center software essential for healthcare providers.
Why is Call Center Software Essential in the Healthcare Industry?
Healthcare call centers handle thousands of phone calls daily. Because ensuring that every patient's communication goes well is important.
Here's how these contact center software can help healthcare businesses.
1. HIPAA Compliance
All interactions with private patient data fall under HIPAA compliance regulations. Ensuring that all customer interactions follow these guidelines takes time and effort.
Call center software helps organizations to stay compliant with HIPAA compliance regulations. Since this software flags all violations, it becomes easier to follow HIPAA compliance certifications.
2. Completely Integrated Workspace
“One person in an organization might call a customer a prospect, another will call them an existing case, someone will call them a customer, someone will call them a VIP. If we don’t bring all this information together in one place, we’re wasting our money and wasting our time as well as giving them a bad experience.” - Morris Pentel, Founder of Customer Experience Foundation
Every healthcare organization should have patient information updated across all their databases. Let’s look at an example of how inconsistencies in patient data can cause many problems.
If the doctor updates a patient’s care plan, it should also be updated in the CRM. If not updated properly, incorrect information will be shared, which can have drastic consequences.
Such inconsistencies in information can change patient outcomes. Call center software with CRM integration allows all patients' electronically stored information to be consistent everywhere.
3. Reach Your Customers Everywhere
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In today's digital age, customers don't use the phone to interact with healthcare providers. Patient communications have expanded and spread across multiple channels.
A healthcare contact center must be available on all traditional and digital channels to communicate effectively with patients and their families.
Top 4 Omnichannel Contact Center Trends in 2023
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Now that we've understood the importance of healthcare contact center solutions let's look at the best software to invest in for your organization.
Top 7 Healthcare Call Center Software in USA
With varied healthcare call center solutions options, it is essential to figure out the ones that will work effortlessly with your organization.Â
Let's look at some of the best call center software for healthcare available today in the market.
1. Five9
Five9 is a cloud call center software that sets up HIPAA-compliant communication channels to connect with patients. The omnichannel contact center capabilities with call recording make it a good tool for patient engagement across channels.
One of the best features of Five9 is intelligent call routing. This feature routes calls to the right agent to maintain an uninterrupted patient experience.
Having all patient interactions reach the right agents with minimal hold times can help in critical and essential healthcare scenarios.
2. Bright Pattern
Bright Pattern is a cloud-based healthcare contact center software that provides an omnichannel HIPAA-compliant solution. Built-in quality management features help in ensuring that customer satisfaction is key.
One of Bright Pattern's standout features is the no-code programmable interface. Administrators can define steps for contact center agents to follow during interactions to deliver a smooth patient experience.
3. Convin
Convin is an omnichannel quality assurance software with 100% call monitoring and provides business intelligence and behavioral insights on both customers and agents. With built-in enterprise-grade security, you don't have to worry about compliance violations with Convin.
One feature that stands out from Convin's arsenal is real-time agent assistance. Contact centers can streamline agent conversations with live assistance on healthcare call center scripts and compliance regulations to provide exceptional customer experiences.
Since call center agents have everything equipped, hold times are reduced, and customer satisfaction tends to increase.
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4. TalkDesk
Talkdesk offers a cloud-based medical call center software tailored for the healthcare call centers. Complying with HIPAA regulations is easier with Talkdesk’s integration of electronic health record (EHR) systems.
Talkdesk's iconic artificial intelligence-powered self-service tools leverage natural language processing to develop chatbots accessible without the help of call center agents.
5. Nice CXone
Nice CXone offers a HIPAA-compliant omnichannel call center software. Nice CXone creates an automated workforce management system with self-service chatbots and AI call routing.
A feature that helps Nice CXone stand out is its self-service interactive voice response (IVR) coupled with the automatic call distribution voice agent, all patient calls go smoothly without interruption.
6. Genesys
Genesys is a healthcare call center solution that offers call and text-based customer engagement opportunities. Medical call centers can immediately start their operations with integrations into healthcare applications like EHRConnect, Thrive, and Abridge.
Genesys provides a no-code programming feature for IVRs. This helps administrators set up a seamless IVR experience for all patients.
7. Dialpad
Dialpad provides a call center solution that fits well with telehealth services. Dialpad leverages artificial intelligence to provide agents real-time assistance and smartly routes calls. With built-in support for tools like a softphone, it enables remote agents to handle patient interactions from anywhere.
Dialpad's automated workflows make it stand out from other healthcare contact center software. Processes automated by Dialpad include appointment and follow-up reminders via SMS.
This blog is just the start.
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How to Choose the Right Call Center Software for Your Organization?
The medical call center industry has to adhere to many medical history and patient care regulations. Any call center software deployed in such call centers requires enterprise-grade security to handle high call volumes.
Your healthcare contact center should be able to automate workflows and leverage AI for smooth sailing. Taking a demo of the software you plan to pick helps you make the right decision before investing in your healthcare call center.
Frequently Asked Questions
1. What essential Call Center Software Features are used in the Healthcare Industry?
Any healthcare call center software should have the following features:
- Secure enough to follow HIPAA guidelines
- Evaluate customer conversations and assess agent performance
- Automate agent workflows
2. How do you Manage a Healthcare Call Center?
Any call center in the healthcare industry requires the ability to connect with patients across all digital channels. Leveraging quality assurance and other benefits from healthcare call center software can make management easier and streamlined.
3. What is the best software for healthcare?
The best software for healthcare can vary depending on specific needs, but popular options include Epic, Cerner, and Meditech for electronic health records (EHR) and practice management.
4. Which software is used for call centers?
Software commonly used for call centers includes Convin, Cisco Unified Contact Center, Genesys Cloud, and Zendesk Talk. The choice depends on the call center's requirements and budget.
