Self Service & Automation
Contact center operations can also be improved by affecting changes in related service offerings. For example, if a patient can schedule an appointment through your website or patient portal, then that prevents a contact center agent from needing to field a call.
We can also offset contact center resourcing needs with automated voice agents. Even complex processes like rescheduling a patient’s appointment can be handled with no human intervention.
At scale, both online self service tools and automated voice solutions can significantly reduce contact center resourcing needs.
Singola’s team members pioneered digital patient tools and online scheduling in healthcare. We’ve developed knowledge and expertise over the course of 20 years that defines our best practices for patient portal design:
Primary care and specialty care scheduling for both established and new patients
Provider team messaging
Prescription renewal
Test results and communications
Health maintenance alerts
Chronic care management
Marketing and communications to drive adoption and utilization
Dashboard and reports
A robust patient portal experience is critical to meeting the expectations of the modern healthcare consumer. However, a complete omnichannel approach will benefit from complementing this self service option with automated voice agents. Even hospitals and healthcare systems with well-established patient portals are likely to see greater than 75% of their scheduling activity occur via phone.
Patient Portals and Digital Patient Tools
Adhering to one of our core omnichannel principles—meet customers where they are—we need to deliver exceptional experiences on the phone. However, the human resources typically required to support your contact center operations can be substantial. But with an automated voice agent, we can address a wide range of transactions without the need for any human intervention:
Appointment scheduling, rescheduling, cancellation, and confirmation
Directions and wayfinding
Shipment status updates
Billing questions and payment processing
Singola’s automation solutions leverage a collection of advanced technologies that allow for intuitive customer interactions, including:
Natural language processing
AI-driven entity modeling
Sentiment analysis with dynamic handling
Proprietary conversational engine
