In customer service, communication is a fundamental, and sometimes even defining, asset. In the provision of health services, customer service is even more relevant: these are not just clients but patients. Patient safety must be at the forefront of the priorities of health service providers, since it is a subject of many anxieties and insecurities, fears and concerns, and rightly so.
In this article we tell you which skills for customer service (or, better said in this case, patient service) are essential, in what sense these skills can make a difference, and what aspects of communication should be taken into account when serving the public at the time of the automation of the processes involved.
Communication in customer service work
As we have mentioned, communication is important in the relationship between a patient and his/her doctor. However, the so-called “consumer experience” is not limited to contact with the professional, but goes beyond it and begins, for example, with the management of appointments for said medical appointments.
When evaluating customer service, or in this case, patient service, all kinds of instances are taken into account. Without going any further, the ease or difficulty in obtaining appointments, access to information before and after the interview with the doctor and the provision of effective communication channels with the company providing the service add up to the care provided by the doctor in question. The sum of all these instances constitutes the total experience of the patient with his or her health provider.
Process automation and patient safety
As we said, the patient experience includes all instances of interaction that the patient has with the health care system in which he or she receives care, from administrative contact, to matters related to health plans and actual medical appointments.
It is natural that with the technological facilities that exist today, some (if not all) of the instances of care are automated, or become virtual. Without going any further, in recent years remote medical consultation has become an alternative to face-to-face appointments in situations that allow it.
The question that arises, in any case, is whether it is possible to proceed with robotic automation of user care processes without neglecting patient safety and containment, and what aspects should be taken into account to guarantee this.
Using AI to enhance patient care
Artificial intelligence (AI) has emerged as a revolutionary tool in the healthcare sector, transforming the way services are delivered and greatly improving customer care. In particular, AI has become a key player in the healthcare industry. implementation of chatbots and process automation have proven effective in this area.
First of all, AI-powered chatbots have gained popularity in customer service in the healthcare sectorThese virtual assistants can interact with patients quickly and efficiently, providing instant answers to common questions, scheduling appointments, and offering relevant information about symptoms and treatments. Chatbots not only reduce the workload of medical and administrative staff, but also improve accessibility by providing 24/7 assistance, which is critical in emergency situations.
In addition, process automation in healthcare customer service translates into greater operational efficiency. Let's imagine a medium-sized dental office: Routine tasks such as appointment scheduling, insurance verification, and medical record management can be performed automatically, freeing up time for medical staff to focus on more complex and personalized interactions. Not only does this speed up processes, but it also reduces human errors, improving accuracy and overall quality of care.
Another crucial aspect is the ability of AI to analyze large clinical data sets. Advanced algorithms can identify patterns and trends in medical information, facilitating informed decision-making. This is especially valuable in customer care, as professionals can access relevant information about patients’ health history quickly and accurately, improving the personalization of care.
At the same time, AI contributes to continuous improvement through automated feedback. Systems can collect data on patient satisfaction and perform sentiment analysis on interactions, allowing healthcare providers to adjust and improve their practices in response to patient needs and expectations.
Of course, none of these benefits remove the need for preserve patient privacy and safety. Ensuring the security and confidentiality of patient information must be a priority, and establishing clear protocols for handling sensitive data is essential.
Unified channels to better serve
Whether in the provision of health services or in any other field, customer service will be more effective the more personalized it feels to the customer, the simpler it can be and the greater internal coherence it allows. The automation of the different instances must allow the company to collect information about its customers (in this case, patients) efficiently without de-individuating them, in order to capitalize on this knowledge by offering the most personalized and humane service possible.
In order to carry out customer service work more efficiently, and for the customer to have a fluid experience filled with meaningful interactions, it is recommended that The support for this attention is a unique platform that allows the unification of the channels for inter-operator and intra-company communication. In this case we recommend the use of WittyAgent, our omnichannel Contact Center platform.
With these doors open, the success of your customer service will be virtually assured!
