WHO?
A major U.S. health system. WHAT?
The health system wanted a new communications system that allowed them to easily change their appointment reminder strategy. The patient access team needed visibility into how patients were engaging with notifications by channel.
HOW?
The health system implemented CSG’s Hosted As-a-Service IVR cloud and messaging solution. The system sends smart, automated appointment confirmation/reminder messages via each patient’s preferred channel (outbound voice or SMS). The solution reduces over communicating with patients by understanding which departments and channels are involved—and coordinating communications appropriately.