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Implementing an AI-Powered Contact Center Solution to Improve Practice Efficiency

30 January 2025
Blog

eClinicalWorks

A doctor on the phone & on screen title reads Implementing an AI-Powered Contact Center Solution to Improve Practice Efficiency

At the 2024 eClinicalWorks® and healow® National Conference, we conducted a survey to identify key operational and clinical challenges faced by healthcare professionals. We found that 62% of healthcare professionals surveyed spend 4 or more hours each day answering patient calls and managing appointments, while 90% spend two or more hours on those tasks.

Easing the Burdens on your front office 62% practices spending 4+ hours daily on call/appointments healow Genie AI-powered contact center solution can reduce front-office volume, answer patients' questions quickly, connect patients to the resources they need after-hours, and automate outreach to improve compliance and medical outcomes.

By automating routine tasks such as answering patient calls and managing appointments, artificial intelligence (AI) can help reduce the burdens of clinical documentation and paperwork encountered by healthcare professionals. Many healthcare practices struggle to provide seamless, efficient, and personalized patient experience. AI-powered contact center solutions such as healow Genie are designed to transform patient engagement by providing quick resolutions to patients’ queries and streamlining communications.

Here are some benefits of implementing an AI-powered contact center solution:

Enhanced Customer Experience An AI-powered contact center solution can offer a significant upgrade in patient experience. By offering 24/7 service, instant responses to patient queries and reduced waiting time, healow Genie helps ensure patients receive the assistance they need, whenever they need it. By using natural language processing technology, Genie communicates in a friendly two-way conversation with patients.
Increased Efficiency and Productivity AI can automate repetitive tasks, freeing up human agents to focus on more complex issues. This increases overall productivity and improves efficiency. AI tools can route patient calls to the on-call agent, and provide agents access to real-time patient information, allowing them to resolve issues faster.
Cost Savings By automating routine tasks and optimizing resource allocation, AI-powered contact center solutions can significantly reduce operational costs. AI solutions can handle a large volume of inquiries without the need for additional human resources. This leads to cost savings in terms of expenses related to staffing, training, and infrastructure, while still maintaining high levels of quality care.
Personalization to Enhance Loyalty Patient information can be used to tailor services to better meet patient needs, leading to improved patient satisfaction, trust and loyalty. AI-powered solutions enable practices to deliver a highly personalized experience. This level of personalization helps build stronger relationships with patients and enhances trust and loyalty.
Scalability and Flexibility AI contact center solutions are highly scalable, allowing practices to easily adjust their operations based on demand. AI solutions can be scaled up or down with ease. This flexibility ensures that your contact center can adapt to changing business needs of your practice without compromising on service quality.
Improved Agent Experience AI doesn’t just benefit customers; it also enhances the experience for contact center agents. By handling mundane tasks and providing agents with the tools they need to succeed, AI can reduce staff burnout and increase job satisfaction. With AI support, agents can focus on delivering high-quality patient interactions and developing their skills further.

Transform your practice with AI

From enhancing patient experiences to driving operational efficiency and cutting operational costs, AI-powered contact center solutions offer a competitive edge in today’s market. The integration of AI into contact center operations is not just a trend; it’s a transformative shift that can significantly benefit your healthcare practice.