When it comes to managing inbound phone calls, underperformance has devastating cost implications.
The complexities of budgeting for a large health system pose vexing challenges for CIOs as they try to find new ways to grow and maintain their patient populations. Healthcare CIOs must balance future-focused digital transformation investments with current operational efficiency initiatives, all while improving the patient experience and striving to optimize the way consumers communicate with their institutions. Whether a person calls on the phone to access care, uses a web chat, or logs onto a portal, meeting patients where they are is imperative, no matter their channel preference.
As health systems consider investing in tech to improve operations AND health outcomes, they do so with financial pressures coming from all angles. An American Hospital Association report provides an overview of the challenging financial landscape hospitals face. Last year, according to the report, health systems sustained substantial expenses: high labor costs, drugs and supplies, ongoing workforce challenges, and growing administrative burdens. Reimbursements from Medicare and Medicaid have not kept pace with these mounting expenditures, due in part to growing inflation.
