Patient support call centers are at the heart of the patient journey, and in the past, this work was mostly scattered in clinical care, but with the complexity and individualization of medical care, these centers have evolved from traditional call centers to multi-functional patient support centers that specialize in handling medical-related communication needs, including appointment scheduling, prescription renewals, resource inquiries, and medical support work. The primary goal of these service centers is to ensure that patients receive timely and accurate medical support, and to enhance the patient experience through a multi-channel communication model that assists in personalizing the value of the treatment journey to improve medical outcomes.
Innovation and technology application
As technology evolves, Patient Support Centers are incorporating artificial intelligence (AI), data analytics, and automation technologies to make patients more patient-centric. AI technology is especially useful in voice quality monitoring and notification, such as the new generation of intelligent voice bots, which can handle patient service notifications and surveys, and assist in the analysis of background data to achieve more accurate and personalized services. In addition, the integration of remote data collection and medical care enables patient support call centers to provide more comprehensive medical support and care services.
The difference from a traditional call center
Patient support call centers differ significantly from traditional call centers in terms of functionality and goals. First and foremost, the Patient Support Call Center focuses on the medical profession and is subject to strict regulations such as personal data protection and information security regulations to ensure the privacy and security of patient data. Secondly, these centres require staff to be professionally trained to provide patient and drug safety identification. In addition, due to the safe and ethical nature of medical services, the specialists of the Patient Support Desk must have the necessary professional and ethical training, and be able to identify hazards and provide the necessary information to patients quickly in the event of an emergency.
PatientsForce’s AI-powered medical call center concept
PatientsForce’s AI-powered call center is the model for the future of patient support services. During the epidemic, PatientsForce’s cloud customer service system has completed decentralized remote control capabilities, and imported the top Salesforce customer service management system, which meets international information security standards. The advanced AI Copilot technology is used to realize multi-channel information management, and can clearly do the separation of responsibilities and project information permissions. A new generation of medical customer service system, and the establishment of information quality monitoring, can quickly understand the quality of each service voice dialogue, and do alarm management. Intelligent patient conversations and data analysis help project managers respond to patient needs faster and identify alarm signs. AI medical customer service can not only handle a large number of daily inquiries, a large number of reminders and medical notifications, but also assist medical staff in the early identification and management of high-risk patients, thereby improving the quality and efficiency of overall medical services.
Zhang Xiangxin Sean, General Manager of PatientsForce Caihong Health Integration Group
