Enhancing the Patient Experience with CCaaS Health Cloud helps providers, payers, and pharma or device manufacturers understand and speak to the consumer’s preferences. Prior to organizations moving towards a customer-centric model, the healthcare industry was focused on optimizing internal management systems, which resulted in l egacy solutions with even more dispersed data. By leveraging data within Salesforce, agents now have more time and information to curate personal health journeys and provide better customer experiences. When integrated with Health Cloud, our contact center solution empowers staff, keeps patients engaged in their care, and increases customer loyalty.
Moving Towards a Patient-Centric Contact Center Integrate your communication channels to Health Cloud for a complete contact center on one desktop Enable your teams to communicate and collaborate internally through voice, chat, and video conferencing Power video, voice, and messaging with your mobile app Create an AI-supported customer journey and omnichannel experience
Moving Towards a Patient-Centric Contact Center Providers/Payers • Use Service Cloud or Health Cloud and let Vonage route p atients to doctors or nurses best skilled to address their needs • Transform the member experience through self-service and chatbots • Communicate on your channel of choice • Resolve cases through automated workflows and task filtering Pharmaceuticals • Leverage visualization and advanced reporting of patient programs, marketing effectiveness, and sales activity • Gain AI insights into prescribing habits and medication adherence • Understand complex interactions between a provider, patient, and payer to ensure the patient is getting timely access to treatment Medical Devices • Anticipate customer needs, like inventory replenishment or proactive maintenance, and respond in a timely and personalized manner using information from the customer’s service history • Capture every interaction with speech to text transcription
Use Cases Care Coordination Integrated UCaaS a nd CPaaS solutions help close the coordination gap and increase efficiency in the healthcare system, helping achieve better patient communications throughout the care continuum. Empower Your Workforce Easily bring together multiple locations o r units with instant messaging, presence, audio/video/ web conferencing, and desktop sharing, allowing for business-wide collaboration regardless of location. Increase Patient Engagement Contact Centers: We seamlessly integrate all your communication channels with Salesforce to help you follow t he care journey, providing better levels of dynamic care planning, and improved care p lan collaboration. Telehealth solutions: Communicate with your patients easier and more effectively, even on the go. Collaborate and share with medical colleagues across multiple offices, hospitals or even countries. Communications APIs: Embed and extend t he doctor-patient relationship with APIs t hat allow for embedded voice, SMS, and v ideo collaboration.
Manage Your Revenue Cycle with Ease Minimize late payments: We c an integrate with your systems and a utomatically send out SMS late p ayment notices when deadlines a re approaching. Fill canceled appointments: With on-demand patient scheduling, patients c an see your up-to-date calendar and fill canceled appointments quickly. Plus, decrease cancellations with text message appointment reminders. Lower Your Total Cost of Ownership (TCO) Cloud-hosted savings: When you migrate to cloud-hosted healthcare business solutions, there’s no need for costly internal infrastructure like servers and storage systems. More resource efficiency: Resources a re shared across offices for a level of redundancy that can be less expensive than traditional, premise-based PBX systems. Minimal start-up costs: With bring your own broadband services, you can get innovative healthcare cloud solutions with minimal start-up costs.
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