Redefining Patient Access: The Rise of Intelligent Contact Centers

AI-powered contact center solutions can transform the patient experience

Patients are empowered by having better access to their health information, and a patient-centric approach is critical to improving healthcare delivery.

A research paper published in the Journal of the American Medical Informatics Association —  “Patient access to medical records and healthcare outcomes: a systematic review” — states that providing patients access to their medical records may facilitate a more collaborative relationship between provider and patient.

While most healthcare providers and practices strive to meet the patient’s needs and provide all relevant healthcare information, they can face several challenges, including infrastructure, staff shortages, absence of after-hours support, and more.

Today, AI-driven solutions are transforming healthcare across the spectrum and helping tackle the challenges faced by patients, providers, and other medical professionals.

At the 2024 eClinicalWorks® and healow® National Conference healow Genie, an AI-powered contact center solution was introduced to all the attendees. The technology is designed to broaden access to healthcare information and resources. It easily connects patients with the information they need, when they need and how they need it, by voice, text, chat, or chatbot.

Let’s dive into understanding some of the benefits of an AI-powered contact center solution for patients:

Zero initial hold time: The biggest complaint that any patient has had with a traditional contact center is the wait time. They would be directed to an automated phone system, navigating through endless menus with a long wait time. However, an AI-powered contact center solution like healow Genie operates with zero waiting time, which means every call is answered immediately.

Two-way conversation: An AI Assistant offers a user-friendly, two-way natural-language conversation with patients. healow Genie delivers information with speed, convenience, and personalized attention.

Information at one’s fingertips: healow Genie is a huge time-saver for patients who are looking for basic health information. Genie can seamlessly answer questions about office hours and locations, help manage appointments, pass along referrals, discuss balances, and more.

AI to human agent: When a patient’s question is more complex and requires an in-depth response, Genie connects the patient with a human who will have access to AI-powered data, records, and resources from Genie.

Access to immediate care: healow Genie is available around the clock, offering information, answers, and access to professional medical services. It provides 24/7/365 access to medical information. Also, it connects patients to on-call providers and makes medical records available to on-call providers, ensuring patients receive immediate care.

An AI-driven contact center solution like healow Genie can potentially redefine patient access to healthcare. With immediate responses, 24/7 availability, and the ability to facilitate conversations, it can help enhance patient experience and significantly improve patient care quality.