Caller Experience IS Patient Experience
In healthcare, over 70% of inbound patients still call on the phone. The quality and speed of the phone experience is a critically important factor in overall patient satisfaction.
Many healthcare organizations, however, fail to take advantage of simple call navigation improvement opportunities that elevate caller interactions and boost overall patient experience. Organizations with high consumer satisfaction rates have made these improvements a priority.
Caller Experience IS Patient Experience with Contact Center Expert Chris Wells
We were thrilled to have Chris Wells, with her extensive background in healthcare call management, join us for this interactive webinar on how exceptional caller experiences support outstanding patient experiences. Her tenure at Nevada’s Renown Health, where she oversaw a scheduling group that grew exponentially, as well as her time as a Growth Specialist at Bluetree Network, enabled Chris to provide invaluable insights and share strategies for centralizing and scaling contact center operations, implementing innovative scheduling strategies, enhancing caller experiences, and fostering cohesive brand interactions.
During this webinar, Chris articulated the organizational challenges she faced at Renown Health, and the innovative solutions she deployed to address them. She also showcased the transformative results achieved through automating call navigation by implementing modern interactive voice response (IVR) technologies. Of particular note was Chris’ account of how she successfully navigated a cultural shift towards call automation, transforming initial skepticism from executives into resounding support.
Check it all out in the video below!
