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Healthcare Contact Centers: How to Improve the Patient Experience While Reducing Costs

In the complex landscape of healthcare, efficiency is paramount. Every minute saved, every resource optimized, and every patient satisfied contributes to better outcomes for both providers and patients. American Health Connection (AHC) stands at the forefront of this movement, pioneering solutions that not only streamline processes and reduce costs, but take the patient experience and satisfaction rates to new heights.

 

The Challenge

Healthcare facilities across the nation grapple with the daunting task of managing patient appointments, ensuring timely follow-ups, and maximizing agent productivity. With administrative burdens mounting and patient satisfaction hanging in the balance, the need for a comprehensive solution became increasingly apparent.

 

The Solution

Enter American Health Connection, a leading provider of healthcare call center services. With a mission to revolutionize patient access and experience, AHC offers a suite of innovative solutions tailored to meet the unique needs of healthcare facilities.

 

Reducing Costs and Increasing Efficiency

AHC’s impact is tangible and far-reaching, with millions of dollars saved annually by healthcare facilities leveraging their services. By optimizing appointment scheduling, reducing patient no-shows, and improving agent utilization, AHC empowers healthcare providers to focus on what matters most: delivering exceptional patient care.

$100

Appointment Scheduling

AHC’s sophisticated appointment scheduling call center process ensures that every patient is efficiently matched with the right provider at the right time. By leveraging advanced technology and expert agents, AHC minimizes wait times, reduces scheduling errors, and maximizes appointment availability.

60%

Reducing No-Shows

Patient no-shows can disrupt schedules, waste valuable resources, and impact revenue streams. AHC tackles this challenge head-on with proactive reminders, personalized communication, and flexible rescheduling options. As a result, healthcare facilities experience fewer missed appointments and improved revenue cycle management. The average healthcare patient no-show rate is 20% but it’s just 3% with AHC.

 

Optimizing Agent Utilization

 

Behind every successful patient interaction is a dedicated team of agents committed to delivering exceptional service. AHC understands the importance of agent efficiency and effectiveness, which is why we prioritize agent training, performance monitoring, and workflow optimization.

50%

Comprehensive Training

AHC’s agents undergo rigorous training programs to ensure they possess the knowledge, skills, and empathy necessary to excel in their roles. From understanding complex medical terminology to navigating sensitive patient interactions, AHC’s agents are equipped to handle any challenge with professionalism and compassion.

 

 

Constant Performance Monitoring

AHC leverages advanced analytics and real-time monitoring tools to track agent performance and identify areas for improvement. By continuously evaluating key performance indicators such as call resolution times, patient satisfaction scores, and appointment conversion rates, AHC maintains high standards of excellence.

98%

Elevating Patient Satisfaction

 

At the heart of AHC’s mission is a commitment to patient-centric care. By delivering seamless access to healthcare services, fostering meaningful patient-provider relationships, and prioritizing patient preferences. AHC drives a remarkable 75% increase in patient satisfaction for healthcare facilities.

75%

You Get Seamless Access

AHC’s user-friendly platforms and multichannel communication options make it easy for patients to schedule appointments, access medical records, and communicate with their healthcare providers. By removing barriers to care and empowering patients to take control of their health, AHC enhances the overall patient experience.

 

We Help You Establish Meaningful Relationships

AHC fosters trust and rapport between patients and providers through personalized interactions, empathetic support, and continuity of care. By treating each patient as a valued individual with unique needs and preferences, AHC cultivates lasting relationships that transcend transactional interactions.

 

Patient Preferences

AHC recognizes the importance of respecting patient preferences and accommodating diverse needs. Whether it’s offering flexible appointment times, providing language interpretation services, or accommodating special requests, AHC ensures that every patient feels heard, valued, and respected.

 

Conclusion

In an era defined by unprecedented challenges and opportunities in healthcare, American Health Connection emerges as a beacon of innovation, efficiency, and excellence. By saving healthcare facilities millions of dollars, optimizing agent utilization, and elevating patient satisfaction to new heights, AHC sets a new standard for patient access and experience in the modern healthcare landscape.

 

 

See us at the MGMA Operations Conference in Chicago May 30-31, 2024

To learn more, be sure to stop by our booth # and find out more about how we can improve patient contact center efficiency and reduce costs at the same time! Visit our website at www.americanhealthconnection.com or get in touch with us today!