Boosting Patient Engagement with CRM and Call Center Integration

The rise of consumerism in healthcare is driving many marketers to focus on patient experiences. With a variety of provider options available, customers want exceptional care experiences – and aren’t standing for any less.

In fact, Forrester research found that 45 percent healthcare customers are frustrated enough by poor customer service that they lost touch with the health system completely.

This shockingly large percentage shows health organizations need to prioritize patient experience in order to create superior care encounters. How do health systems prioritize patient experience? By boosting patient engagement. This idea is proven; health systems with more engaged patients see higher patient satisfaction numbers and reap other benefits like higher acquisition and retention rates and increased revenue.

A key factor in patient engagement is the call center since 75 percent of healthcare consumers communicate with brands via call centers. This channel presents countless opportunities for health systems to engage patients and create exceptional patient experiences. In this post, we will look at how healthcare CRMs and call centers integrate to increase patient engagement.
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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President of Product at Evariant, Inc., an enterprise CRM solutions provider for the healthcare industry. Joining Evariant as the Vice President of Field Services and Project Management in 2013, Daymon was responsible for the team delivering Evariant’s product and services. From 2015 to present, Daymon has held the role of Vice President of Product and Operations where his responsibilities have included the product business case, P&L, roadmap, launch and delivery of Evariant’s Engagement Center solution for proactive call centers in the healthcare market. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Using Proactive Call Centers to Build Relationships in Healthcare

Today’s healthcare customers have the ability and the tools to shop around for the best possible value, care, and experience.

According to Gallup, in order to thrive in this type of environment, health systems need to build and maintain patient trust, loyalty, and engagement over time. An excellent tool for this is a proactive and strategic call center.

A proactive and strategic call center – also referred to as an engagement center – integrates with data from a healthcare CRM to provide call center representatives with additional information about the caller, such as health history and previous engagement.

Healthcare CRMs weave together many different sources of data – including demographics, psychographics, social, behavioral, clinical, financial, website, call center, and provider credentialing – to provide a 360-degree view into consumer and patient preferences, habits and activities. With this information available, call center representatives can create comprehensive caller profiles, giving them the knowledge necessary to assist customers throughout their journeys within the health system.

Engagement centers fulfill many functions, including answering caller questions, registering people for classes and events, logging complaints and compliments, handling physician referrals, scheduling clinical appointments, and providing additional educational resources. Ideally, a proactive call center can handle several of these use cases in a single call. In order for this type of call center to be functional and successful, call center agents are required to have a more extensive skill set than traditional call center representatives.

Through these types of interactions, proactive call centers play an integral role in health systems’ acquisition and retention of customers and patients. Let’s take a look at how:

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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President of Product at Evariant, Inc., an enterprise CRM solutions provider for the healthcare industry. Joining Evariant as the Vice President of Field Services and Project Management in 2013, Daymon was responsible for the team delivering Evariant’s product and services. From 2015 to present, Daymon has held the role of Vice President of Product and Operations where his responsibilities have included the product business case, P&L, roadmap, launch and delivery of Evariant’s Engagement Center solution for proactive call centers in the healthcare market. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith