In the fast-growing healthcare industry, patient support services are becoming the key to improving patient satisfaction and treatment efficiency. PatientsForce’s next-generation intelligent medical management system takes the PSP (Patient Support Program) governance process as the core, and integrates the functions of the MediPASS case management platform with the phone system. Voice recognition technology for quality inspection and customer experience enhancement, real-time data analytics to support patient process management and drug safety monitoring.
Introduce the governance gap of the customer service center through AI technology
Traditional medical customer service systems have always had pain points between patient management and drug safety monitoring, and monitoring customer service quality relies on supervisors listening to recorded phone calls or reviewing customer feedback surveys, which are time-consuming and costly. PatientsForce’s medical communication management system has revolutionized this model, using artificial intelligence (AI) risk detection mode, combined with the LOG information of the data system, to help supervisors quickly detect dialogue quality risks and manage operational efficiency, while taking into account the management process of drug safety governance.
With STT’s module, speech can be integrated into text, summarized and summarized, and content insights can be gained from every customer interaction, which is especially useful when working with patient-agent interaction data:
1. Incoming call agent and automatic tagging: STT can quickly capture and analyze the content of the call, assist the customer service staff in summarizing the work, and respond to the suggestion data through the AI Copilot technology of the database.
2. Data integration and analysis: By extracting data from multiple sources such as data from the platform and interaction history, AI can provide a more comprehensive perspective of patient needs and problems.
3. Voice AI Quality Management: With Voice AI, the system can monitor the tone, sentiment, and overall quality of conversations to help identify possible conversational grievances or confusion and address issues before they escalate. And can evaluate the satisfaction of the receiver and the professionalism of customer service.
Real-time combat intelligence panels provide risk predictions
One of the most impactful innovations in the PatientsForce system is the Live Customer Service Dashboard. The dashboard works at a glance, allowing managers to make quick management decisions and understand the risks they can manage, including sensitive conversations, summary of highlights, and overall conversation satisfaction. Managers no longer need to rely on post-call sample surveys or case-by-case reviews to judge performance. Instead, actionable insights can lead to the necessary quality metrics while the call is in progress.
The Voice AI system helps identify common issues early and streamlines the support process to improve the operational efficiency challenges faced by medical contact centers, especially metrics such as resolution rate (FCR) and average handle time (AHT).
In addition to call analytics, PatientsForce also provides more personalized support by analyzing the mechanisms and treatment journeys to help agents proactively solve problems, ensuring that patients receive timely reminders or interventions, such as predicting the return period and matching with doctor’s orders.
From medication management to healthcare support
Patiensforce’s intelligent medical management technology is currently applied not only to high-standard PSP services, but also to provide solutions for outsourced patient management of clinical trials or planned patient services for medical institutions, such as regular or seasonal healthcare patient contact services, family physician program assistance programs, or vaccination or cancer screening services
PatientsForce Caihong Health Integration Group, Wang Haojun
