Improve Clinic Operations and Reduce Costs with Modern IVR and IVA
One of the greatest challenges faced by clinics and physician groups is an overabundance of administrative work.
Office staff are often overwhelmed by tasks such as filing, answering the phone, scheduling appointments, and patient check-ins. Staffing in healthcare has become more challenging since the pandemic. There has been a huge shift in office culture, as many people have left the workplace entirely. As clinics and physician groups struggle to remain fully staffed, redundant work is a waste of valuable time and resources. Furthermore, rising consumerism in healthcare means that competition for patients is heightened.
As patient expectations continue to rise, providing an efficient and pleasing experience that is also cost-effective is crucial to the success of any healthcare provider.
For many of these problems, there is no one-size-fits-all solution. The process of implementing systemic change can be exhaustive, time-consuming, and expensive.
The quickest and most cost-effective solution to workforce management is to sharpen processes that will result in better care and stronger revenue. Modern interactive voice response (IVRs) and intelligent virtual assistants (IVAs) are tools that can be used in an overall strategy to improve control over costs while ensuring quality and optimal resource management.
Implementing new technology and keeping it up-to-date can be overwhelming for clinics and physician groups. Most products on the market do not offer ongoing technical assistance or upkeep. Many vendors offer technology, but the implementation and complex maintenance processes are left to on-site IT staff. Most often, technology products are not used to their fullest capacity, and without constant iteration, performance and efficiency degrade quickly.
In a clinic setting where patient experience is of the utmost priority, the right balance of automation and human interaction must be present in order for the solution to serve each caller’s individual needs. Parlance solves these problems by delivering speech-driven IVRs and IVAs as a managed service.
All active monitoring, analysis, tuning, and management of the solution are outsourced to the Parlance team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI.
None of this burden falls on clinic IT teams.
When health systems subscribe to Parlance, routine calls, such as authenticating patients, managing appointments, and health screening questions no longer need to be handled by a live person. Live assistance is reserved for callers with complex needs
The Parlance solution mitigates large call volumes, reducing hold times and enabling administrative staff to provide better care for callers who need human support.
Parlance significantly improves the healthcare consumer experience and minimizes frustration by providing quick, human-like interactions on the phone. Parlance automated systems feel more like personal interactions and are widely accepted by patients and caregivers, yielding better performance, and ensuring optimal caller engagement. Parlance creates a consistent calling experience, standardizing the brand and reducing friction for both patients and staff, as the phone is answered uniformly across the care delivery network.
Callers get fast and easy access to care when they can speak naturally and get what they want without the need for phone tree menus.
Since 1996, Parlance has been leveraging intelligent speech technologies to improve caller experience for leading health systems. No competitor can compare to our decades of experience, deep healthcare industry expertise in the realm of patient access, and dedication to customer service. Our conversational AI leverages automatic speech recognition (ASR), natural language processing (NLP), natural language understanding (NLU), and understands how patients really talk.
Parlance powers exceptional caller experiences, improves business operations, and boosts staff efficiency and morale like no other solution on the market.
By Chris DeRizzo
