Healthcare

WANT TO MEET HIGH MEMBER EXPECTATIONS WHILE LOWERING COSTS? INTERACTIONS IS YOUR PRESCRIPTION FOR SUCCESS.

PUT YOUR PATIENTS AT THE CENTER OF THEIR HEALTHCARE EXPERIENCE.

Healthcare is undergoing a profound transformation resulting in more patient interactions. You have to be able to schedule patient appointments, respond to clinical questions, handle billing issues and refill prescriptions – all while being mindful of costs. Interactions Virtual Assistants solutions enable natural, responsive conversations that put your patients at the center of their experience, creating a competitive advantage for you.

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  • It takes, on average, 8.1 minutes for a patient to complete an appointment scheduling call – more than double the average across other industries. More than 30% of this time is spent waiting and, ultimately, 41% of patients will not be able to schedule an appointment on the first attempt.
  • For patients, the ability to self-manage their healthcare and easily make appointments is critical. 91% rate the ability to easily make appointments as very important or important in determining satisfaction.

Interactions solutions make self-service and scheduling easy for patients. Our clients are able to increase self-service engagement by 40% on average, saving them millions in operating expenses.

Previously, only Humana customer service representatives were able to take these calls. Now, during peak times, with Interactions, people with Medicare are able to enroll more quickly, which provides a better overall experience for our members.

- Alan Wheatley, VP, Humana Senior Products

HOW CAN WE HELP YOU?

Choice and convenience are competitive differentiators. Healthcare consumers want to complete tasks such as scheduling appointments, paying bills and updating profiles rapidly and easily on their own time. That’s why Interactions expands what’s possible with self-service, enabling your patients to take control of their healthcare experience while streamlining your contact center operations.

CUSTOMIZED SOLUTIONS FOR HEALTHCARE

Appointments

Health is the most important thing your patients or members have. That’s why our highly accurate and powerful solutions make it easy for patients to self-schedule time with healthcare professionals.

Make it easier for your patients to:

  • Make or update appointments
  • Securely provide contact and other sensitive information
  • Remember appointments through proactive reminder notifications
  • Update new insurance and profile information

Proactive Communications

Go beyond informing patients to empowering them to take the next step. Interactions applications streamline prescription refills, give patients instant access to their information and more. Just reach out and let your patients do the rest.

Create better patient and member experiences by:

  • Delivering personalized, timely information and updates
  • Notifying patients and members of important information
  • Sending actionable refill reminders
  • Providing timely billing reminders

Account & Profile

We securely collect account information with over 95% accuracy, so your patients don’t have to repeat themselves or transfer to a live agent just to update a few details.

Make it easier for your patients and members to:

  • Create and update accounts in real-time
  • Set preferences and enroll in programs
  • Provide alphanumeric and other information without a live agent
  • Complete login and password resets

Prescriptions

Your patients and members need a reliable way to manage their prescription requests. You need a convenient and efficient way to handle these requests.

Our secure and accurate applications make it easy to:

  • Intake prescription information from a doctor
  • Fill new prescriptions
  • Process member refills
  • Provide pharmacy location information

Program Enrollment & Plan Selection

Technology isn’t just for medical advances. Our patented self-service applications can streamline even complex medical insurance and Medicare enrollment processes. In fact, our enrollment solutions are already managing Medicare registrations and saving our clients the cost of lengthy calls with live agents.

Make the insurance enrollment process easier for your members by:

  • Accurately collecting complex alphanumeric information
  • Answering questions about plan details and program eligibility
  • Automating new member enrollment processes

Billing & Collections

Collecting timely payments can be a challenge – for both you and your customers.

Our proactive billing and collections solution helps prevent late payments and increase overall billing efficiency.

Office Information

Prevent frustration and bypass anxiety by making it easy for patients to find the right physician and get to their important appointments on time.

Our conversational online and voice-based Virtual Assistant solutions are engaging, productive and reassuring, helping patients and members by:

  • Giving directions and send links to interactive maps via SMS, chat and email
  • Providing office hours, services, address and phone number
  • Checking and providing product availability information
  • Locating nearby offices
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Effortless and frustration free

With Interactions, you can engage your customers in natural conversations, so they get more things done without the frustration of other automated systems.

  • Patented Adaptive-Understanding™ technology delivers 95%+ accuracy
  • Resilient solutions easily handle accents, background noise and out-of-grammar phrases
  • Responsive technology conforms to callers’ intentions without forcing them down a prescribed path

BE WHERE YOUR PATIENTS AND MEMBERS NEED YOU

Healthcare consumers want to communicate with you in their own words, through their channel of choice. Interactions helps you deliver a consistent, hassle-free level of service across the channels your patients and members use most.