Understanding Outbound AI Contact Center Technology
Everyone knows how challenging it can be to make even a few phone calls. Maybe you have to check on the time of the neighborhood party, ask about your car insurance, and confirm that the hours posted online for your favorite restaurant are accurate.
Three calls don’t take long, but you have to find time to make them.
Now imagine your medical practice needs to make 3,000 calls, covering wellness visits, colonoscopy prep, and reminders for those who have missed a few appointments.
You could ask your front-office staff to make those calls. You could resort to robocalling. You could try a call center. Each of those options means your patients are hearing from unwelcome or perhaps unfamiliar voices who lack detailed knowledge of their records and needs.
Today, thanks to artificial intelligence, automated calling systems can handle outreach calls more easily than humans. And AI-powered technologies don’t simply dial a number and deliver a message. Using ambient listening and natural language processing, AI-powered solutions can now engage in two-way conversations and can seem as polite and empathetic as the best human callers.
The healow Genie Advantage for Outbound Communications
The healow Genie AI-powered contact center solution unites advances in computer science and healthcare IT to transform outbound communications.
Natural language processing (NLP): NLP debuted in the 1950s, and today’s NLP uses a statistical approach that relies on algorithms to process human language. healow Genie recognizes human speech patterns, classifies vast amounts of information, mimics human understanding, and generates responses that make sense to patients.
Personalization: Genie allows practices to set the parameters for their outbound calls and campaigns, deciding whom to contact when, based on predefined parameters. By providing Genie with rules, practices can run smarter campaigns that make better use of staff time.
Workflow integration: In addition to being fast and personalized, Genie’s outbound calls are integrated into your practice’s EHR. They draw upon information in patients’ records and deliver the responses into those same records and place appointments on your providers’ schedules. Say a patient gets an automated call and agrees to a mammogram at 10 AM on an upcoming Thursday — that information is automatically integrated into your schedule.
Key Features & Benefits
Conversational Smart Campaigns
Genie’s outbound calling feature is called Conversational Smart Campaigns because true conversations require two-way communication. Patients appreciate the personal touch that today’s AI solutions can deliver, but the key difference for practices is that it works: Two-way communication drives higher engagement.
That can take many forms, including appointment reminders for routine and preventive care, adherence to medication regimens, and follow-up care. And Genie notes when a patient may have complicated circumstances or questions that require a follow-up call with staff.
Seamless EHR Integration
Because healow Genie is EHR agnostic, it can be used regardless of what EHR or other communication solutions a practice uses.
By integrating Genie with an organization’s existing technology, providers can make use of all features, reducing manual data entry, ensuring continuity of care, and promoting stronger engagement, preventive medicine, and better medical outcomes.
No-Show Prediction and Intervention
AI-powered solutions can place calls much faster and more easily than humans and coordinate results with your schedule. But AI can’t change human nature or account for all of life’s happenings. The reality is that patients sometimes can’t make an appointment or simply forget.
No-shows represent lost revenue, and practices are often reluctant to change patients who don’t show up. But no-shows are also lost opportunities to deliver care — unless a practice finds a way to offer that slot to someone else.
Genie uses a no-show prediction model to analyze attendance patterns and identify appointments at high risk of going unfilled. With that information, practices can offer patients additional reminders if needed. They can also offer vacancies in their schedules to those on a wait list or someone who may have just called the practice to see whether they might be seen right away.
Staff & Patient Benefits
Staff Efficiency and Satisfaction
Whatever their size or specialty, today’s healthcare practices share common staffing challenges — finding enough help and ensuring they work as efficiently as possible.
By taking care of routine, time-consuming tasks that AI can perform as effectively as humans (but much more quickly), healow Genie frees medical staff to focus on direct patient care and other priorities. That can mean less stress, better work-life balance, and a reduction in the risks of provider and staff burnout.
Implementation Process and Best Practices
healow Genie takes a step-by-step approach to integration:
Acknowledge challenges. We first assess the technical complexities, interoperability challenges, data security concerns, and other factors that characterize your practice.
Outline the healow Genie approach: Before the integration begins, our experts outline how Genie’s features, functionalities, and strategies will meet your needs.
A problem/solution format: We break down key aspects of your integration, framing information in a problem/solution format that engages all stakeholders.
Keeping it not too technical: Our experts use clear, concise language to keep you up to speed — and understanding — throughout the integration process.
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Future of Outbound AI in Healthcare
The pace of development in AI-powered healthcare solutions is dizzying, which is good and bad for practices. On the plus side, many solutions on the market can do an adequate job addressing one or more of their needs. But the downside is that vendors often rush solutions to market, aiming to capture market share with a “good enough” approach.
For healow Genie, good enough isn’t good enough. We offer a forward-looking solution with the flexibility and power practices need to keep up with advances in AI and other solutions that integrate with their contact center solution.
Frequently Asked Questions
How does outbound AI calling comply with healthcare privacy regulations?
Genie uses industry-standard encryption and security protocols and is fully compliant with HIPAA regulations. No patient data leaves the provider’s secure data cloud, which is audited against the Service Operation Controls (SOC) reporting framework by independent third-party auditors. Our cloud offering uses Microsoft® Azure® data centers that have achieved multiple certifications, including HITRUST CSF certification, one of the most widely recognized security certifications in the healthcare industry.
Can outbound AI calls be customized for different types of patient communications?
Yes, healow Genie’s Conversational Smart Campaigns feature allows practices to customize their messaging, establish one-time or ongoing campaigns, decide which patients or cohorts to reach out to, and when to send messages.
How does the EHR integration work with outbound AI call center services?
healow Genie is an EHR-agnostic solution that can be used alongside or integrated with any EHR and other call center solution. Once integrated with your EHR, all Genie’s features, including the outbound calling feature, are integrated with the EHR and patient records.
Take the Next Step: Schedule Your healow Genie Demo Today
Your practice can schedule a free, no-obligation demo with our experts simply by clicking here. Demos cover Genie’s major features, and our experts will answer any questions or concerns. They will work with your practice to determine how Genie can best meet your needs and explain what to expect during each step of the implementation process.
The healow Genie Advantage for Outbound Communications
Conversational Smart Campaigns
