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Healthcare call centers are embracing artificial intelligence (AI) and automation as tools for both improving the patient/plan member experience and streamlining processes to increase efficiency and reduce costs.
Provider and payer organizations can greatly benefit from delivering a superior customer experience; if they can do so while cutting costs, that’s even better. But AI and automation also allow providers and payers to evolve the call center beyond the traditional “ask/answer” cost center to a value center by identifying and leveraging opportunities to increase revenue.
Contact centers play critical roles in patient acquisition and retention, and they will always need to deliver a human touch in some conversations. That’s why the most successful healthcare organizations will use these technologies not to replace contact center agents, but to free them up to engage in higher-value interactions with patients and plan members that yield greater revenue over the long-term.
Taking full advantage of AI and automation is especially important as more providers and payers operate under value-based care (VBC) contracts that incentivize proactive care, better clinical outcomes, and more efficient resource allocation. To achieve these goals, healthcare organizations must proactively ensure patients and plan members are doing the basic but essential things needed to optimize their health.