AI in Healthcare: Revolutionizing Patient Care and Support

AI is making waves across various different industries by transforming the ways that professionals work. Some applications include streamlining workflows, providing insights, and automating tedious processes among other things. The healthcare industry is one of the many sectors that is benefitting from AI-powered tools; hospitals, therapy centers, hospice care companies, and other organizations have experienced positive growth thanks to AI. A significant area of growth that AI has contributed to is patient care and support, which, up until a few years ago, was in need of some improvements.

Patient Care & COVID-19

For years, patient support processes in the healthcare and life sciences industry have remained largely the same. Traditional contact centers were responsible for assisting patients with scheduling appointments, renewing prescriptions, and fulfilling all patient requests, no matter the degree of severity. The pandemic had a tremendous impact on the way the world viewed healthcare; perhaps one of the most significant changes was the rapid adoption of virtual doctor’s appointments. This led to contact centers receiving a greater number of calls than ever before due to the sudden influx of customer calls. Customer support specialists quickly became overwhelmed, and the need for adaptable, streamlined contact center technology that could help agents more effectively meet patient needs became even more apparent.

AI Driving Innovations in the Healthcare Space

Thanks to recent developments in AI, several technology providers have created helpful tools that give healthcare professionals unparalleled visibility into customer journeys and unmatched efficiency when fulfilling customer requests. Here are a few of the benefits brought on by AI in the healthcare industry:

1. Improved Automated Healthcare Records

Thousands of hospitals and healthcare organizations across the country use Electronic Health Records (EHRs) to keep track of each patient’s information. It can be difficult for call center agents to update these databases while assisting patients, but AI-powered notetakers can assist staff with capturing additional patient data during a call. These notes can be integrated into an organization’s EMR systems as well, creating a more complete health record for every patient.

2. Virtual Call Center Agents

One AI-powered tool that has benefitted contact centers around the world to a great degree is virtual call center agents. These integrations are becoming increasingly commonplace in the healthcare industry, and for good reason. Virtual call center agents are trained to assist callers with simple requests, allowing human employees to focus on more complex patient requests. Plus, the use of virtual call center agents has resulted in reduced caller wait times for many healthcare organizations, increasing customer satisfaction in the process.

3. Automated Patient Workflows

Giving patients proactive care options has been a big push for many healthcare organizations in recent years. One integration that has helped businesses achieve this is automated patient workflows. This technology uses Electronic Health Record data to ask patients if they want to refill their prescriptions or schedule future appointments when appropriate. By automating parts of the patient outreach process, the amount of inbound calls from patients can be reduced while giving them more convenient care options.

CCG: Your Partner for AI Adoption and Value Realization

Adopting the latest and greatest AI-powered tools has become a popular business practice in recent years, and finding the best solutions for your business is essential to long-term success. With the CCG team by your side, however, you’re never alone in your journey towards continuous optimization. Our mission is to act as a true partner with your healthcare organization to help your leadership team discover the benefits of AI-powered healthcare solutions. We partner with several of the industry’s top technology providers to help you create customized solutions that address your immediate concerns and help you achieve your long-term business goals. Start a conversation with our team today to learn more about how we can help.