The healthcare industry is a paramount institution, crucial for every individual. However, the process of getting in touch with healthcare providers has often been seen as a cumbersome task. With the evolution of communication tools and platforms, it's time healthcare adapted the omnichannel approach. T-Metrics, at the forefront of this transformation, provides solutions that ensure healthcare centers offer seamless communication across channels.‍

What is the Omni Channel Approach in Healthcare?‍

In a world where consumers demand real-time solutions, the omni channel approach in healthcare is all about providing patients and their families a consistent experience across multiple communication channels, whether it's via phone calls, emails, web chat, or even social media. The goal is to offer unified and efficient communication to improve patient satisfaction and enhance the overall healthcare experience.‍

What is an Omni Channel Call Center?‍

An omnichannel call center is not just about voice calls. It integrates voice, email, web chat, video calls, SMS, and even social media into a unified platform, enabling agents to offer consistent information and service, irrespective of the communication medium. With the T-Metrics CX-2025, healthcare organizations can choose their deployment method – be it cloud, premise, or hybrid – ensuring flexibility and maximum performance.‍

Omnichannel Healthcare Example:‍

Consider a scenario where a patient begins their query through a web chat, then transitions to a voice call for a more in-depth discussion, and finally receives a follow-up email with detailed information. Throughout this journey, the patient doesn't have to repeat their concerns, and the healthcare provider offers consistent information. This is the power of the omnichannel experience in healthcare.‍

Software in Healthcare for Automating Phone Calls:‍

T-Metrics offers a suite of features specifically tailored for healthcare contact centers. One standout feature is the Flexible IVR (Interactive Voice Response). This allows patients to get automated responses, schedule appointments, or access necessary information without waiting for a live agent. Moreover, integrations with EMR systems using HL7 feeds and other APIs ensure that patient information is always at the fingertips of the agent, enhancing the overall experience.

Additionally, T-Metrics supports the introduction of AI-powered bots, which can further automate the process, guiding patients efficiently.‍

Why T-Metrics Stands Out in the Healthcare Industry?

Experience: With over 20 years in the healthcare sector, T-Metrics ensures that their systems are not just top-notch but are also tailored to the unique challenges of healthcare institutions.‍

Privacy & Security: Understanding the importance of data privacy, T-Metrics brings DoD level security to its contact centers. This means that sensitive patient data and PHI (Protected Health Information) are safeguarded with the highest standards.‍

Location Flexibility: Whether a healthcare center is looking to move to the cloud or stick with their current phone systems, T-Metrics offers solutions that are location agnostic, providing flexibility to healthcare institutions.

‍Regulatory Compliance: T-Metrics' systems are designed to help healthcare institutions stay within required compliance parameters, such as ensuring phone calls remain local to the system, and audio and video recordings do not leave the site. Moreover, tools are built-in to mitigate risks related to PHI and HIPAA regulations.‍

Custom Integrations: From screen pops to integrations with EMR systems and self-help IVRs that access custom data, T-Metrics ensures that healthcare institutions can offer their patients a seamless experience.

The future of healthcare communication lies in the omnichannel approach. With T-Metrics' solutions, healthcare institutions can ensure they are well-equipped to offer their patients an experience that is not only efficient but also satisfying. It's not just about communication; it's about care.