The Healthcare industry has been overwhelmed with the recent realities of the Covid-19 pandemic and chronic underfunding of various healthcare services over the last couple of years. Add to this, the reality of increasing shortages of Doctors, Nurses, Personal Care Workers and Administrative staff that are no longer able to work under these conditions and/or are increasingly concerned about additional crises.
A contact center can become the main point of contact for both inbound and outbound ‘as needed’ services and ongoing patient support. Healthcare providers and healthcare related organizations know that keeping patients engaged and providing them a timely and empathetic experience is of primary importance to keeping patient fears in check, while helping everyone have a better overall healthcare experience.
Proactive versus Reactive Patient (and Caregiver) Engagement
At the same time, Healthcare Systems are increasingly under pressure from non-traditional healthcare providers who apply innovation and technology to improve how people take care of their health. Flexibility is now key, and traditional Healthcare Systems are typically more limited in their ability to adapt due to their legacy systems, proprietary technologies, lack of modern APIs, and increasingly, personal privacy and healthcare information security concerns.