Expanding patient access with AI Agents

Patient expectations for healthcare providers are higher than ever, and the contact center is no exception. In fact, 55% of patients say they’d consider changing healthcare providers if their provider didn’t meet their communication channel preferences. Healthcare organizations need to quicken their pace of technology adoption for patient communication or risk falling behind.

To further explain the importance of innovating the healthcare contact center, Tom Alterman, Head of Product at Notable, and Dave Henriksen, Head of Value-based Care at Notable, explore how automation is redefining patient access. In this webinar, Tom and Dave share practical advice and real-world demonstrations of how AI Agents are expanding what’s possible in technology-driven healthcare contact centers. 

The challenge of traditional healthcare contact centers

While the popularity of digital channels is rising, the phone is still the number one channel of choice for certain healthcare scenarios, including modifying appointments. The healthcare industry heavily relies on phone calls for patient communication, but it’s a channel that presents friction and pain points, from long wait times to multiple handoffs between departments.

While there are new technologies emerging to help address the challenges of traditional contact centers, most solutions deliver low value per interaction and barely move the needle on reducing the manual workload for both staff and patients.

True transformation only happens when every patient, every channel, and every workflow can be handled in one connected experience.

The AI-driven contact center

This is where AI Agents, digital workers that autonomously perform routine tasks usually done by people, are changing what’s possible. Using intelligent automation, AI Agents can identify and resolve barriers before they disrupt care, surface next-best actions for staff and patients instantly, and support every patient on their preferred channel and in their preferred language. 

Notable’s Contact Center AI Agent is specifically designed to resolve all contact center enquiries in one interaction, then funnel results directly into your EHR. This AI Agent can aggregate tasks that would typically take four to five transfers or phone calls in a traditional contact center, such as appointment scheduling, bill payment, and medication refills, into one single experience for the patient. This ensures a smooth interaction where patient needs are addressed on first contact.

“When I call in, I just want to be able to take care of as much or as little as I’d like to take care of,” says Dave Henriksen. 

On top of the patient experience, ensuring quality of traditional contact center calls is labor intensive and requires a high number of supervisory team members. Automating that quality assurance, where reports and analytics are provided instantly to help you understand how well the AI Agent is interacting with your patients, is invaluable. A modern contact center should be able to facilitate that on one platform and one experience.

Rethinking healthcare contact center strategies with AI 

It used to be that calls were a huge time investment, and healthcare executives had to trade off patient outcomes with the amount of time, cost, and number of calls they could feasibly afford. This mindset was centered around how to deflect as many calls as possible, reducing costs while also ensuring the right business and patient outcomes. 

Automation allows us to shift priorities. 

“With this costing only cents a minute to have these conversations, you can now have an abundance mindset,” says Tom Alterman. 

Imagine if your contact center staff had time to perform proactive outreach, such as following up on people who visited your emergency room and were at high risk for coming back again. Thousands of these patients visit each day, making it impossible to reach out to all of them with a traditional contact center. Staff would have to choose which patients, if any, received a phone call. 

With AI Agents, you can now reach all of them.

The contact center as a self-service engine

The healthcare contact center no longer needs to be a high-cost, high-friction experience. With AI Agents and automation, healthcare leaders can expand patient access and turn their contact centers into intelligent, self-service engines.

Dive into this webinar for more information, including live demos of Notable’s Voice AI, a look under the hood at Notable’s Flow Builder interface, and audience questions like: 

• Will the AI go rogue? How can I ensure safety and quality of patient interactions? 
• Do people really engage with Voice AI?
• Can the AI Agent do a warm handoff to a human staff member?

And when you’re ready to take the next step in transforming your contact center, request a demo today.