How To Improve Patient Engagement With Contact Centers

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Patient engagement has risen to the top of the priority list for healthcare providers. There is an industry recognition that patients actively involved in their personal care and wellness enjoy better health outcomes at lower costs. It translates into a steep increase in communications at the same time doctors and nurses are getting overburdened.

This trend has made the ability to delegate communication activities to contact centers critical. Appointment setting is first in line: with over 20% no-shows, the cost of missed appointments is estimated to be over $150 billion annually. It requires managing the entire communication workflow, including reminders with easy rescheduling options, a perfect task for contact centers!

Acqueon newly released EHR Connector for Epic provides contact center agents secured access to patient information and practitioners’ schedule. It lets them manage the entire appointment process including information gathering, triaging, rescheduling, and cancellation. The unified, telephony-enabled desktop improves first call resolution and reduces Average Handling Time (AHT). Leveraging contact centers to manage appointments gives back practitioners their time, reduces no-shows, and cut costs.