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Healthcare Call Center Software
Create an Impressive Patient Experience That Contributes to Building a Popular Healthcare Brand.
iCallify for Healthcare Call Center Software
In the world of stress and anxiety, where each moment is precious, it is necessary to spread some relief for patients as well as to the healthcare staff. iCallify, a healthcare call center solution is specifically designed to meet this aim by overcoming all hindrances in communication. By making communication seamless and straightforward in healthcare organizations, we help medical teams to stay empowered and save more lives. Any healthcare organization like hospitals, clinics, pharmacy stores, laboratories, research centers, and more can use this contact center software for the healthcare industry.
The healthcare staff can use this software to modernize the conventional way of handling all calls with a single phone line, which may miss the opportunity to serve some serious cases in a better way or handle some patients in an exclusive manner depending on the condition. Our call center software for the healthcare industry has several inbuilt features that let hospitals bifurcate different cases and handle their phone calls differently. This software also helps in providing patient care and support across traditional and digital communication channels with its omnichannel solution.
An exclusively developed healthcare contact center solution can be used for multiple applications in hospitals, multispecialty care centers, and other healthcare organizations to empower patients and staff to communicate generously to build a dependable communication system and a complete healthcare ecosystem.
Challenges
With the legacy communication system, the healthcare industry facesseveral challenges, which create hindrances in delivering excellent patientcare and engaging experience to the patients and their families.
Healthcare appointment booking intricacies
Not making a prior appointment with a doctor can lead to a long wait in the patient queue or an uncomfortable situation to wait for the turn. Until and unless it is a medical emergency, to save time and keep everything a breeze, patients prefer making a healthcare appointment in advance with the doctor. However, making an appointment by visiting the hospital is often a waste of time and unpredictable. Elderly patients or non-tech savvy people find it difficult to make an appointment using a mobile app or a website of the doctor or hospital. The traditional telephony system might keep the line busy, which results in a frustrated patient or a missed out opportunity for the hospital.
Negligence towards own health
Forgetting medical appointments, drinking water, taking medication and general healthy habits is a common practice that a majority of patients carry. Ignoring the importance of your own health by not visiting the doctor until you are in too much pain is another common habit. However, all this can lead to major health issues for the patients by late detection of disease or worsening the case. The no-show ratio in the healthcare industry is another common issue, which affects both hospitals and patients negatively. It blocks medical resources that could be used by other patients if the slot was available. On the other hand, the health of the patient gets compromised due to missed doctor’s visits and other healthy habits.
Difficulty in managing patient communication across channels
Patients connect with healthcare service providers via different communication channels depending on their needs. For example, they use a phone call, mobile app, or web app to book an appointment. They use email or WhatsApp to send medical reports after a diagnostic test. They discuss the case related confusions over a phone call, so on and so forth. It gets difficult to match the footprints over such a diversified communication network for a hospital, which would lead to waste of resources, poor management, disconnected patient communication, and other related roadblocks in delivering excellent healthcare services and superior patient experience.
Complexity in managing patient records across platforms
In general, a hospital manages multiple platforms to manage customer records, hospital accounts, and other information related to customers. Moreover, there are multiple communication channels used in a healthcare facility to connect with patients, partners, and vendors. It gets awfully difficult for any patient care provider to check all these different platforms to deliver a universal experience to patients and their families and keep track of all conversations.
Major features
Unified dashboard
Real time monitoring
Omnichannel communication
Emergency call prioritization
Automated call distribution
Automated call dialing
Click to dial facility
Self serving features
IVR system
Voice broadcasting
Callback management
Missed call management
Non-working hour configuration
Reporting and analytics
Multilingual support
Multi tenant support
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Video Testimonial
We’ve seen a significant improvement in our customer service operations since integrating iCallify into our telecom processes. The platform’s advanced features, like multi-tenant support, lead management, and real-time call monitoring, have made managing high call volumes smoother and more efficient.
Our agents love the intuitive interface, and the ability to use tools like call barge and whisper has enhanced their performance. iCallify has truly optimized our call center, helping us deliver faster and more personalized service to our customers.
Create an outstanding patient experience
To create a memorable patient experience in the most engaging and impressive manner, it has become necessary to use
the best healthcare call center solution, iCallify. It helps in overcoming all major challenges that healthcare providers face in general and also in special cases.
HIPAA compliant
The healthcare industry needs to follow multiple compliances such as HIPAA, PCI, GDPR, HITECH, and other country specific compliances set by the government. The HIPAA (Health Insurance Portability and Accountability Act) is a mandatory act to follow by healthcare service providers. Our contact center solution for hospitals and other healthcare organizations follows HIPAA compliance to provide a reliable and secure communication system. It is also a highly customizable solution, which ensures that we can tailor it to meet your compliance related requirements with our technical expertise.
Support telehealth and telemedicine
Virtual healthcare is a definite answer to many challenges occurring in maintaining the good health of people that live in distant locations, as well as people that are so busy that they cannot visit a doctor personally. It is also a recommended solution for regular patient care for patients with diseases that need regular checkups and care for patients that are not much mobile. The call center software for healthcare is one of the most powerful innovations that simplify the implementation and ongoing function of virtual healthcare branches, which are referred to as telehealth and telemedicine. Patients can reach and receive healthcare facilities remotely even if they don’t have access to the internet or smartphone, which makes it an even more reliable option.
Efficient integrations
Healthcare is one of the most tech-savvy and digitized industries. A healthcare facility like a hospital, research and development center, pharmacy chain, etc. often uses multiple tools to manage different records, support processes, and deliver satisfactory care to patients and their families. Our call center software for hospitals and other healthcare facilities provides seamless integration service to simplify management of all functions, processes, and record management. Within the healthcare call center solution, the staff can access major features of their different tools and software platforms. Moreover, an action taken against any of the systems will automatically reflect in all other systems after integration, which will save time and encourage more accurate and efficient processes and record management.
Healthcare across all touchpoints
Our contact center solution for the healthcare industry is an omnichannel solution, which means all legacy and digital communication channels can be accessed within this software. Not only this, but all interactions across all touchpoints will be mapped to give a holistic view of the patient’s case and history to the patient care team. This helps them save time in finding different references and contexts to deliver more personalized and context driven patient care and elevate overall experience and satisfaction. This can also be a lifesaver because the healthcare team will have all the past conversations available at their fingertips to check in the case of an emergency and take quicker action.
Only authorized access
A healthcare service provider often stores private and confidential information about a patient, which has to be protected from unauthorized access and misuse. This is enforced by the government in many countries. Our healthcare call center software ensures that only an authorized person gets access to the patient’s details. Moreover, the administrative staff can decide how much information should be made available to a specific healthcare team to ensure smooth functioning without compromising the confidentiality of the patient’s details.
Related Articles
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Top benefits of iCallify for healthcare
iCallify’s healthcare-focused call center solutions can improve patient care. Enhance communication and provide personalized support.
Make patient care a priority
With access to the best communication features and a simplified interface to manage patient details across all touchpoints, patient care can be made a priority. All services, from providing answers to commonly asked questions to handling a medical emergency quickly and many more actions can be streamlined with iCallify, contact center software for the healthcare industry.
Excellent virtual care
Using easy to use patient care software, which can be accessed from anywhere, at any time, using any device in a secure manner, highly reliable virtual care can be provided. From sending regular healthcare tips to making patients feel taken care of by sending appointment reminders, payment notifications, offering telehealth services, and much more in the arena of virtual patient care is possible with iCallify.
Automate routine healthcare and pharmacy access
With authorized and dependable features integrated into iCallify call center software for hospitals and other healthcare service providers, routine healthcare operations can be automated. Let your patients book an appointment of their favorite doctor, check the status of the diagnostic report from a pathology laboratory, or order regular medicines using their phone via their favorite communication channel without any need to visit a healthcare provider physically or wait for their turn to talk to the patient care representative. Save time of your patients, deliver a more comfortable experience, and empower your staff to handle other intricate questions from patients and their families.
Deliver empathetic care for better crisis management
Emergencies in the healthcare space are common and more frequently occurring incidents. In this type of situation, ianstead of bothering the traumatized family members with long processes and a list of questions, use a highly intuitive and well connected system to access all the past interactions of the patient along with his history to provide faster and dependable healthcare services. Save time from asking common yet necessary questions by managing more accurate records of regular patients and delivering better and faster care to provide a more empathetic experience to patients and their families.
Reduce no show up rate
Send one or multiple reminders to the patients that have booked their appointment to ensure they show up for their checkups. With iCallify, you can also get confirmation from the patient with an automated system that sends a personalized reminder. This will not only help in better resource utilization in the clinic, hospital, or any other healthcare organization, but it will also help in encouraging patients to be more conscious about their health care and improve their overall well being.
Let your patients know you care
Healthcare is also a competitive industry and therefore, it is necessary to ace the game of patient care in all senses. Along with medical specialization, using an empathetic approach to let your patients feel that you care can be an outstanding way to retain popularity and gain added brand value. With iCallify, you can send regular messages to provide better health tips, remind the necessity of regular checkups, and wish patients on healthcare related days or special occasions like patient’s birthdays, or simply conduct an occasional conversation to ask about the well being of the patient to make them feel valued and cared for.
Never let a patient feel unattended
iCallify provides the most reliable solution to manage missed calls and dropped calls by providing all call details mapped with the specific patient record for existing patients. Even for new healthcare inquiries, the missed calls will be logged with timestamps and numbers. The healthcare call center or patient care team can reach out to these missed calls to ensure all patients are attended to and they feel valued to not lose a single revenue generating opportunity.
Empower the healthcare team and resources
Say adios to the struggle of your staff in managing different communication channels and unreliable options to deliver patient care with the best in the industry healthcare call center software. iCallify gives access to this modern solution to provide a more empathetic and universal experience to all patients and their families by building a well connected network of major solutions and offering the most powerful communication tool. By automating routine processes and providing a single sign-on view of the vital details and processes, iCallify saves a lot of precious time and energy for healthcare staff. Moreover, it provides access to advanced features along with mobility and flexibility. All this helps in channelizing medical team energy to deliver outstanding patient experience and care.
Top Utilities
We simplify appointments, enhance call connections, and boost patient journeys with iCallify.
Increased call connection
Streamlined patient journey
Hassle free appointment booking
Real time monitoring
Excellent reporting
Exceptional knowledge base
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Transform patient care with a seamless, streamlined, and stunning solution that overpowers
all major hindrances in delivering an exceptional patient experience.
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Frequently Asked Questions
A healthcare call center solution is a complete communication system with an extensive range of features that are specifically developed to enhance patient experience and overall management of the communication ecosystem. The features inbuilt into this software aim to provide multiple utilities and applications to healthcare service providers so they can modernize their regular patient care related jobs while also abiding by legislation and revenue models.
A healthcare call center is a department specifically set up to manage inbound and outbound patient calls. The aim of this department is to manage all patient inquiries and deliver exceptional experiences. Using iCallify call center software for the healthcare industry, it is extremely easy to set up this department. In addition to that, managing all tasks related to patient communication via different omnichannel communication modes is simplified and harmonized.
There are multiple reasons to use a healthcare contact center software solution instead of using the traditional approach:
- Access all vital patient information within a single system
- Track all missed calls and abandoned calls
- Map customer interactions across all touchpoints to deliver context driven and personalized care
- Increase efficiency and accuracy of record keeping
- Manage patient records with HIPAA compliance
- Reduce discrepancies in record management across different platforms
- Make virtual healthcare more dependable
- Reduce routine expenses
- Increase staff productivity
- Boost morale and confidence in handling patient calls
- Get actionable insights and analytics
- Enhance the way of handling emergencies
- Save more lives
- Build a more popular healthcare brand
- And more
It is one of the best and award winning healthcare contact center solutions, which is a primary reason to use this software for any healthcare organization. In addition to that, there are several appealing reasons to use this software for your healthcare facility such as:
- Quicker setup and deployment to help you kickstart your own in-house patient care department
- Extremely simple to use solution to reduce the learning curve
- Map customer interactions across all touchpoints to deliver context driven and personalized care
- Intuitive design and straightforward navigation to help healthcare staff use the system with delight
- Affordable licensing and adoption models to make it budget friendly for any healthcare service provider
- In-depth product training and excellent training material to ensure quick learning and excellent value over money
- Reliable technical support to help you resolve any query related to the use of the software or resolving your technical challenges
- Highly flexible solution that supports the integration of any third party healthcare system, CRM, database, etc. to provide a single sign-on facility and holistic view of the complete healthcare digitized system
- Highly scalable solution that matches your pace of growth and expansion
- Highly secure system that restricts unauthorized access to the system and patient records, plus, detects common software attacks to preserve the confidentiality of patient records
- Highly customizable system that can be tailored to meet your need and brand value
- System uptime up to 99.95%
