Patient access contact centers grapple with complex scheduling calls, often hindered by traditional, templated solutions. Coforge’s Patient Access Virtual Agent excels by comprehending unstructured information, managing nuanced scheduling, and maintaining natural, empathetic conversations. This innovative tool operates across all channels, including voice, ensuring 24/7 support without escalating costs. Providers benefit from enhanced patient experiences, reduced staff burden, streamlined documentation, and significant cost savings, transforming patient access operations efficiently and effectively.
Blog Content:
Patient access contact centers handle a variety of calls, the most complex of which are often related to scheduling. Attempts to automate these calls have historically been unsuccessful as the general information requires the use of unstructured information, such as knowledge tools, and scheduling requires an understanding of nuanced provider requirements and an ability to guide the patient through the process- particularly for cases such as a procedure.
Traditional solutions have failed to digitize these processes because they have relied on forcing information and processes into “templated” concepts, and demanding change of the very people we are trying to serve – the patients and clinicians. Even for use cases these solutions could resolve, they required a shift to a web-based interaction model when most contacts today happen by voice.
Enter Coforge’s Patient Access Virtual Agent. Our virtual agent can:
- Understand unstructured knowledge documents and use multiple documents to form a single answer, allowing it to answer questions no matter how they are phrased
- Handle unique and nuanced scheduling requirements, understanding these requirements using the same sources of information as humans – meaning the tool conforms to the operation instead of the operation conforming to the tool
- Follow the course of natural conversation, answering patient questions in the order they present themselves while still ensuring the appointment is scheduled
- Act with empathy, asking and answering patient questions with sensitivity and identifying when a patient’s sentiment indicates they need to be transferred to a live person
- Operate in ALL channels, including voice – the flexibility and empathy provided by the solution mean it is not limited to digital interactions
By implementing Coforge’s virtual agent, providers can:
- Offer true 24/7 access support without increasing costs
- Improve the Patient Experience
- Reduce maintenance and training efforts by maintaining one set of documentation used by both live and virtual agents and fine tuning one virtual agent instead of 100s of humans for first line calls
- Reduce the burden of staff by engaging them only when truly necessary and at the top of their license
- Increase opportunities to have staff focus on value-add activities instead of general questions and scheduling
- Reduce the overall costs of operations
Conclusion
Coforge's Patient Access Virtual Agent represents a groundbreaking solution that addresses the complexities of patient scheduling with unparalleled efficiency and empathy. By seamlessly integrating natural language processing and empathy-driven interaction across all channels, including voice, it not only enhances patient experience but also reduces operational costs and empowers staff to focus on high-value tasks. Ready to transform patient access? Talk to our experts today and enhance efficiency with Coforge’s Virtual Agent
