Think the voice channel is declining? Think again. Despite major health system investments in omni-channel communication and healthcare portals; patients, family members, doctors and vendors continue to interact with your health system by phone. However, not all voice experiences are equal. No one wants to wait on hold; “listen closely because options have changed,” or get lost in a maze-like phone tree. In this timely webinar, we’ll speak to leaders who are re-imagining phone-based interactive voice response, implementing ‘low-caller-effort’ approaches to self-service, and empowering staff with more time to own patient- and family-member issues.
- Andy Draper, PhD, CIO, HCA Continental Division
- Scott D’Entremont, Chief Revenue Officer, Parlance