The next generation contact center for healthcare is here

Innovaccer unveiled the Innovaccer Experience Center, the industry’s first solution to transform the contact center into an integrated, data-driven customer experience center for frontline healthcare workers.

The Innovaccer Experience Center unifies patient and consumer data at virtually every stage of the healthcare journey, giving contact center agents everything they need to know about clinical, demographic, behavioral and one-person engagement platform in one place, so they can deliver fast, efficient, and personalized customer experiences on the first call and every call.

“Patients don’t call a health system contact center to buy a car or plan a vacation; they call with real health issues,” said Gary Druckenmiller, Jr., general manager, Customer Relationship Management at Innovaccer. “Traditional contact centers send these callers down a rabbit hole choosing from a menu of options and entering personal information, only to be routed to a live agent who handles the call, asks the same questions again and moves the caller down the line. It’s inefficient, frustrating and time consuming. But that’s changing today with the introduction of the Innovaccer Experience Center. We’re empowering providers to offer consumers the integrated experience they want, which builds loyalty and improves business performance, instantly transforming your contact center from a response-focused to a growth-focused approach.

The Innovaccer Experience Center – an integral part of their Customer Relationship Management solution – is powered by Innovaccer Health Cloud’s Best in KLAS data and analytics platform, which integrates patient data from disparate EHRs, healthcare IT systems, communication systems, etc. 360 degree patient file. Unified patient records provide a single source of patient truth, giving call center agents a complete heads-up display of the patient’s personal, clinical, financial and other historical information, all on a single screen.

When logging into the Innovaccer Experience Center, consumers receive a deeply personal “show me you know me” experience. There is no bouncing from agent to agent, no waiting while the agent navigates multiple computer systems or browser tabs, no long waits in a queue like a single number what’s more. Consumers get the answers they want, and the referrals and appointments they need, faster than ever, thanks to the Innovaccer Experience Center’s “single glass pane” that allows agents to spend 100% of their attention to consumer service. Agents can:

  • Access 360 degree consumer profiles: Contact center agents have access to holistic caller profiles that combine clinical, demographic, behavioral and engagement data into a complete view of the patient. These 360-degree omnichannel patient profiles put every previous engagement at the agent’s fingertips.
  • Quickly get to first call resolution: Contextualized healthcare workflows allow agents to quickly schedule multiple appointments, make referrals, register patients for events, register claims, and upsell or cross-sell services. Integrated, automated task routing between departments enables agents to achieve fast and accurate first-call resolution.
  • Simplify workflows: Single sign-on, a consistent user interface, and an integrated workflow enable providers to track commitments and care, so they can drive the right intervention at the right time. A configurable omnichannel view consolidates consumer data from multiple EHRs; the industry-leading CRM solution from Innovaccer and other popular CRMs; and telephony providers; as well as referral management, care management and patient awareness systems. The result is a single source of truth that helps officers identify and act on multiple health issues simultaneously.
  • Monitor operations in real time: Live dashboards allow agents to improve the performance of their teams by evaluating call metrics as they happen. Consistent call recording and enhanced CTI call reporting provides visibility into all customer engagements and touchpoints. For supervisors, it has never been easier to assess agent performance with reports that track call abandonment rate, first call resolution rate, average number of calls per day, scheduled appointments and appointment completion rates.
  • Measure results and track ROI: Imagine a 70% increase in the number of calls handled per day. Call recording time reduced by up to 65%. Average training time reduced by 40%. Call handling time has been reduced by 20%. Call center efficiency increased by 27%. Contact centers can gain such performance insights by giving their agents a single view with all the consumer and action information they need to deliver the highest levels of service.

Now contact centers can be the epicenter of improving patient satisfaction, increasing visits and reducing no-shows, boosting referrals, increasing portal sign-ups and reducing waiting times. And when used as part of Innovaccer’s CRM solution, even clinical and financial outcomes can be linked to campaign response at the channel level, enabling end-to-end campaign performance measurement. and return on investment, which no other solution offers.

For healthcare managers, the era of assembling a myriad of point solutions to collect contact and health data, manage workflows, take action to improve care and revenue, and generate manual analysis is over. With the Innovaccer Experience Center, providers benefit from a single point of information, a single point of action, and a single point of contact to better serve the patient and deliver unparalleled experiences that improve outcomes clinics and drive business performance.

About Innovaccer

Innovaccer Inc., the Health Cloud Company, is dedicated to accelerating healthcare innovation. Innovaccer® Health Cloud unifies patient data across healthcare systems and facilities, and enables healthcare organizations to develop modern, scalable applications that improve clinical, financial and operational outcomes. Innovaccer’s solutions have been deployed in more than 1,600 hospitals and clinics across the United States, enabling transformation of care delivery for more than 96,000 clinicians and helping providers work collaboratively with payers and healthcare organizations. life sciences. Innovaccer has helped clients unify the health records of over 39 million people and drive over $1 billion in cumulative savings. Innovaccer is the #1 ranked data and analytics platform by KLAS and the #1 ranked population health technology platform by Black Book.

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