How Investing in a Managed Service Helps Healthcare IT Teams
Healthcare organizations need to invest in a managed service that takes the weight off their IT teams who are already burdened with countless technical responsibilities, including data management, security, and infrastructure. When health systems modernize the voice channel, Parlance takes responsibility for the implementation, day-to-day management and upkeep. As a managed service vendor, we bring the expertise necessary to integrate conversational AI into the complex systems and business applications that make up a health system’s unique environment.
In my 21 years working at Parlance, I’ve had a hand in installing over 500 speech-enabled IVRs, and more recently IVAs, at health systems across the country. Our onboarding regimen educates clients and elicits from them what is necessary to improve patient calling experiences without straining the IT infrastructure. While our process is always the same, each client’s requirements are unique. One thing that remains consistent among these organizations is their desire for a partner who will proactively solve problems and be present when they need help at a moment’s notice.
Healthcare organizations rely on Parlance to improve patient access at the healthcare front door, reduce operator and agent burden, and optimize switchboard and contact center operations. Not only are old-fashioned IVRs a struggle for callers, but they’re also time-consuming and complex for IT teams to fix. Conversational AI that allows callers to use their voices to self-serve creates a better patient experience and removes a burden from your IT department.
To achieve high patient satisfaction levels and optimize operations, health systems must automate appointment management with conversational AI. IVRs and IVAs handle each scheduling request a contact center receives; no matter the volume of patient demand. A healthcare consumer simply states their needs and the voice-driven technology works quickly to complete the task. When it’s easy for callers to self-serve, they get the help they need and in the process, they reduce hold times for callers who want to reach a live representative.
Leading healthcare organizations aim to deliver a consistent and well-branded experience to consumers. When caller experience varies wildly across different hospitals and clinics throughout the network of care, it can confuse patients and leave them lost. A subscription to Parlance ensures a unified calling experience across the health system brand.
Parlance also takes responsibility for automating the upkeep of an authoritative directory database. By managing additions, changes, and deletions of phone numbers, as well as departments and employees, the directory is kept up to date each night to ensure the database is accurate at all times without manual administrative input. This is a task that no IT team would ever want to do manually. I certainly wouldn’t!
A subscription to Parlance enables your IT department to focus on more urgent and pressing tasks. CTOs at leading health systems across the country partner with Parlance for a deep bench of healthcare expertise. No matter the telephony environment, EHR, CRM, API tool, or contact center platform, Parlance can educate your team and lead the automation and modernization of the voice channel. I’m glad to be part of a company where I have the opportunity to give healthcare IT teams their time back so health systems can do what they do best.
By Scott Gomes
