GDS International - Healthcare Trends for 2012 Renewed Focus on the Customer Experience

320 views

Published on

Healthcare costs are rising and groups across the industry—from healthcare providers and insurance carriers to patients and caregivers — are constantly looking for ways to rein in spending. While consumers are taking a more active role in their healthcare decisions, customer service is emerging as a major differentiator across the industry.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
320
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

GDS International - Healthcare Trends for 2012 Renewed Focus on the Customer Experience

  1. 1. Healthcare Trends for 2012:Renewed Focus on the Customer Experience Six Steps You Should Take Now to Keep Pacewith Today’s Connected Healthcare Consumers
  2. 2. Healthcare costs are rising and groups across the industry—from healthcare providers andinsurance carriers to patients and caregivers — are constantly looking for ways to rein inspending. While consumers are taking a more active role in their healthcare decisions,customer service is emerging as a major differentiator across the industry.Companies that deliver an outstanding customer experience are well positioned to reap the rewards of increasedcustomer loyalty and referral rates. The trick, however, is meeting customer service expectations of a diverse,increasingly mobile customer base, without requiring legions of highly trained support personnel in the contact center.Intelligent self-service provides a way to balance competing goals of providing a positive customer experience whilereducing costs.Many healthcare companies have used basic IVR (Interactive Voice Response) for years to help customers findphysicians, check their claim status and refill prescriptions. These inbound, phone-based services representencouraging first steps toward higher self-service acceptance rates and lower handling times. Nevertheless, thereare opportunities to implement more proactive, multi-channel contact center technologies to further improve thecustomer experience for today’s engaged healthcare consumers.SIX USE CASES FOR ADVANCED IVR AND MULTI-CHANNEL SELF-SERVICE IN HEALTHCARE#1 IMPLEMENT PROACTIVE OUTBOUND IVR AND TEXT MESSAGING.Too many companies view IVR solely in terms of inbound calls. In practice, the technology already enables manycompanies to provide proactive support and notifications to their customers. By automating reminders, enrollmentconfirmations, bill collections, surveys and other interactions, these companies free clinical and office staff to focus ontheir primary jobs and maximize the use of contact center agents. Depending on customer preferences, notificationscan be conducted interactively via voice or text, enabling customers to not only receive personalized notifications, butalso confirm appointments and request prescription refills.#2 ENABLE MOBILE COMMUNICATIONS. Customer communication preferences vary widely and are rapidly evolving—from voice and two-way text messagingto smartphones and tablet devices. Support for multi-channel interactions is a growing need across the industry.To save development time and expense, companies are best served with a platform that includes a “design once,deploy anywhere” architecture. For example, if you develop a claim status application for voice, you should be able toredeploy the application logic to a mobile web app or interactive text messaging app. A unified self-service architecturestreamlines development, but also eases ongoing maintenance, enables consolidated analytics and reporting, andhelps ensure customers receive a consistent experience across self-service channels.#3 TAKE ADVANTAGE OF LOCATION INTELLIGENCE. As more customers rely on mobile devices, advanced functionality becomes available to further enhance and optimizeself-service interactions. Location-Based Services is one example. The technology enables IVR, mobile web andtext messaging apps to, with permission, access the exact location of the user. Applications include everything fromfinding the nearest pharmacy to tracking on-call doctors to “checking in” and monitoring the progress of mobilehealthcare workers. 1 Healthcare Trends for 2012: Renewed Focus on the Customer Experience Six Steps You Should Take Now to Keep Pace with Today’s Connected Healthcare Consumers
  3. 3. #4 DON’T IGNORE SOCIAL NETWORKING. A survey by the PwC Health Research Institute found that a third of respondents are turning to social media as a placefor discussions of health care. When asked what services they would find valuable on social media, 72% of patients saidavailability of appointments, 71% said appointment reminders, and 70% said referrals to specialists.Consumers are increasingly connected via social networks, and online conversations about a company can shape andsolidify its perception among customers and prospects.An automated self-service platform that enables you to monitor for keywords and proactively respond to questionsand issues on social networks will help your company join the conversation as an active participant rather than beingdefined by it.#5 AUTOMATE DATA COLLECTION. Medical offices requiring frequent test results and companies conducting clinical trials can utilize IVR and mobileapplications to automate labor-intensive data collection processes. Patients may report vital statistics for physicianretrieval on their own time, removing barriers often presented by office staff. And for clinical trial administrators,automated data collection aids in recruitment, study retention and patient compliance since mobile capabilities putparticipants in control of the reporting process.#6 PROTECT PATIENT PRIVACY AND REDUCE FRAUD.Information used to verify callers, such as a member ID, date of birth or social security number, introduces the risk offraud. Using voice biometrics offers a strong, reliable way to privately authenticate both patients and providers. Thesolution is more secure than a password or pin, and can be used in combination with something the caller knows toachieve two-factor authentication. It can also speed service and access to information for an enhanced customerexperience and lower support costs. In addition, a voice signature can be used as a legally binding eSignature tominimize inefficient, slow paper-based processes and stay compliant with legislation.ANALYTICS AND REPORTING EQUALS CUSTOMER SATISFACTIONThe amount of data generated by IVR, social media and other channels remains an untapped resource in many health-care arenas.Integrated reporting and cross-channel analytics offer valuable insight into user behavior and the effectiveness ofself-service applications. A tool that integrates with and extends your data warehouse can enable dynamic self-servicemenus that adapt to individual customers or customer segments, as well as the ability to collect data on systemusage, system and application performance, caller behavior, task completion rates and voice recognition success forongoing refinement.Having the necessary data to identify the reasons customers left the automated system can help you take stepsto improve the process, resulting in higher self-service containment rates, lower agent costs and increasedcustomer satisfaction.CUSTOMER SELF-SERVICE IN THE CLOUDMany healthcare providers are already looking to the cloud hosting solutions that offer significant advantages.Healthcare companies with the need to quickly onboard large groups of new users or handle bursts in call volumerelated to events such as member enrollment, need a solution that scales easily and cost-effectively. Consider on-demand hosting or a provider that enables premise deployment with seamless bursting to hosting for 100% availabilityand uptime guarantees. 2 Healthcare Trends for 2012: Renewed Focus on the Customer Experience Six Steps You Should Take Now to Keep Pace with Today’s Connected Healthcare Consumers
  4. 4. Using cloud hosting, companies can leverage state-of-the-art technologies without major investments in hardwareand infrastructure. In addition, cloud hosting allows large volumes of outbound messages, like appointment reminders,to be sent quickly and reliably without the expense of provisioning extra capacity and hardware. VOXEO FOR HEALTHCARE More than 45,000 businesses, 250,000 developers and the most recognized service providers in the world use Voxeo to enable automated customer interactions. 100% standards-based speech IVR – Deploy an open platform with no lock-in. Multi-channel – Adopt a single solution for consistent customer service across voice, text, mobile web and social interaction channels. Proactive outbound care – Use personalized, interactive outbound voice and text messages to welcome new patients, confirm benefits enrollment, send medication reminders, automate bill collections, remind providers to order medical supplies and more. Voice biometrics – Use voice signatures to verify patient and provider identities. Integration with back-end systems – Leverage existing Business Intelligence and CRM systems to personalize and tailor self-service menus. HIPAA compliance – Secure and protect patient information. Scalability – Handle bursts in call volume and increased customer interactions. Deployment Flexibility – Deploy solutions in a private cloud on your premises, in Voxeo’s global hosted cloud or use both. Expertise – Work with a partner that has a proven track record in healthcare self-service. Visit www.voxeo.com/healthcare-solutions to read case studies, download whitepapers and learn more about Voxeo solutions for the healthcare industry. Have questions? Contact Voxeo solutions@voxeo.com or call us at 1.407.418.1800 3 Healthcare Trends for 2012: Renewed Focus on the Customer Experience Six Steps You Should Take Now to Keep Pace with Today’s Connected Healthcare Consumers

×