Improving automation in healthcare CX: insights and examples – MedCity News

Almost every person has become accustomed to self-service in some form since Covid-19 hit, especially for accessing healthcare. But how good is this care when humans are taken out of the equation? When done right, AI and automation solutions can maintain if not, improve patient/member engagement by delivering a more proactive care approach, improving direct communication between them and their payer or provider, and much more. For healthcare organizations, the ability to create faster, smarter, and more connected communications processes and workflows often leads to cost savings and operational efficiencies.

Here are several examples of what this looks like:

The goal is to ensure patients and members are always active partners in their healthcare decisions with increased levels of engagement, using self-service to provide the answers and information they need. Remember, though, that you dont have to completely remove the human touch. You can simply make it available for those who need it. There should always be the option to escalate a self-service interaction; however, the more things you can provide in self-service (well), the better experience for the patient/member and provider.

The Competition is On

Consumerism in healthcare is nothing new, but competition in healthcare is. Were now seeing healthcare organizations actively competing to win customer loyalty, and the way to do that is through experiences. For this reason, its crucial that organizations continue prioritizing self-service even after the pandemic wanes. New studies show that more healthcare customers are scheduling appointments digitally and prioritize speed and convenience over quality of care. A strong focus on effective self-service will:

All while maintaining if not, improving cost savings, security, compliance, scalability, and innovation.

There are a few things healthcare organizations need to do automated self-service well: a cloud-based communication platform built on composable infrastructure, reliable EHR data, and a way to segment this data to create experiences that matter. The good news is that you dont have to abandon your entire communications infrastructure to move forward.

Photo: Andranik Hakobyan, Getty Images

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Improving automation in healthcare CX: insights and examples - MedCity News