Call centers

Banner Health’s Digital Front Door Creates Seamless Patient Experience

Sheryl S. Jackson

View from the C-Suite, with Alexandra Morehouse, Chief Marketing Officer, Banner Health // By Sheryl S. Jackson // When it comes to the use of technology to enhance the customer experience, Amazon is widely recognized as the company that is constantly raising the bar for everyone else. “Health care has lagged behind other areas such Read More

Your Call Center Is a Key Part of the Customer Experience

Kristen Bishop, associate director at Brandtrust

Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long wait times, less than empathetic associates, and questions not answered? Kristen Bishop, associate director at Brandtrust, a Chicago-based market research and branding strategy firm, recently discussed strategies to improve the Read More

Is Your Call Center Aligned with Your Brand Promise?

Wendy Stark Healy

// By Wendy Stark Healy // It’s essential to understand the emotional aspects of a patient’s interaction with a contact center, as people ultimately make decisions based on their feelings. Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long Read More

Alexa Is Now HIPAA-Compliant. It’s a Game-Changer.

Charles Gaddy, director of mHealth at Atrium Health

“Alexa, what is rotator cuff tendinitis?” “Alexa, where’s the nearest urgent care center?” “Alexa, what’s my glucose level?” Amazon’s voice assistant can now answer all these questions through the new HIPAA-compliant Alexa Skills Kit for developers. The new kit enables developers at medical organizations to build Alexa skills capable of transferring and receiving protected health Read More

Virtual Voice Assistants Deliver in Ways That Websites Can’t

William Gagnon, senior director of digital engagement at Boston Children’s Hospital

// By Marcia Simon, APR // Boston Children’s Hospital and Atrium Health are among the pioneers of Alexa “skills,” similar to apps on a mobile device. Alexa’s HIPAA compliance has been a game changer, making it easier for users to quickly gain access to information they need. “Alexa, what is rotator cuff tendinitis?” “Alexa, where’s Read More

Your Call Center: An Untapped Source of Revenue?

Robin-Snow

“Call centers in health care used to be treated like the ugly stepchild of the health system, banished to the basement of some administrative building and populated with low-performing employees,” says Robin Snow, founder and principal of Aefinity Interactive, LLC. “Because it was seen as a necessary evil, most executives treated the call center as Read More

Proven Strategies for Turning Callers Into Patients

Ken Robbins, CEO of Response Mine Interactive

“Until recently, health care businesses often did little or no marketing as a general rule,” says Ken Robbins, CEO of award-winning digital agency Response Mine Interactive (RMI). “Now, we are experiencing a seismic shift to the point where online marketing such as paid and organic search have helped it become a clear and distinctive focus in health care. Read More

Your Hospital Call Center: Costly “Extra” or Powerful Marketing Tool?

“A hospital ‘call center’ often has been considered an irritating expense health care organizations have to endure, because people use phones and want to reach a doctor or patient in the hospital,” Andrea Simon, Ph.D. says. “But maybe it’s time to ask, ‘What if we’ve always been wrong?’” Andrea J. Simon, Ph.D. is a corporate Read More

Let’s Rethink Your Hospital Call Center

// By Andrea Simon, Ph.D. // A hospital “call center” often has been considered an irritating expense health care organizations have to endure, because people use phones and want to reach a doctor or patient in the hospital. But maybe it’s time to ask, “What if we’ve always been wrong?” Maybe a call center actually Read More