Integrating EHRs With Your Contact Centre Platform Related Articles The Difference Between a CEM Platform and a CRM Platform How Integrating Your CRM and Telephony System Improves Customer Service What Smart Companies Know About Integrating AI The Definitive Guide to Telemedicine © maxsim - Adobe Stock - 276700615 Filed under - Industry Insights, Talkdesk Jim Burke at Talkdesk shares insights on integrating EHRs with healthcare contact centre platforms. Connecting to vital patient data helps deliver more efficient and more personal interactions. Healthcare contact centres are the entry point for the vast majority of patient interactions, so helping patients through complex interactions like managing a referral or rescheduling appointments is vital to patient experience. A negative experience here often results in poor overall patient satisfaction. Patients frequently complain about frustrating and unhelpful interactive voice response (IVR) systems. When they do finally speak with an agent, having an unpersonalized or repetitive interaction drags the experience down even further. This is critical because, according to Talkdesk Research’s ‘The patient experience (PX) revolution in healthcare’ report, 75% of patients reported they are more loyal to providers that invest in improving patient experience. That’s why modern healthcare contact centres leverage better technology and more patient-centric processes that lead to personalized, convenient, and contextualized experiences. One way leading health systems achieve this is through the integration of their contact centre with EHR systems. This integration provides agents access to critical information right at the tips of their fingers and directly within the contact centre application. Whether scheduling appointments, addressing clinical questions, after-visit follow-ups, billing, prescription refills, or claims, an EHR integration with the contact centre helps streamline patient communications in a meaningful and effective manner. Talkdesk integrations help deliver better operational and patient satisfaction outcomes: Patient data, flags, and appointment information is visible in the Talkdesk Workspace, improving agents’ access to information and allowing them to provide better patient service. Patient journeys are more connected and create a seamless experience. Agents finally get a complete picture of each patient, with information available as soon as calls come in so they can address issues in context and deliver a personalized experience. Because conversations are contextualized and simplified, agents can achieve faster call resolution. This blog post has been re-published by kind permission of Talkdesk – View the Original Article For more information about Talkdesk - visit the Talkdesk Website About Talkdesk Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Read other posts by Talkdesk Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Talkdesk Published On: 27th May 2021 - Last modified: 1st Jun 2021 Read more about - Industry Insights, Talkdesk Recommended Articles The Difference Between a CEM Platform and a CRM Platform How Integrating Your CRM and Telephony System Improves Customer Service What Smart Companies Know About Integrating AI The Definitive Guide to Telemedicine Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter