The pandemic has spotlighted the healthcare industry, revealing the immense pressures it faces. One of the most pressing issues is the need for modernization in healthcare communication technologies. Many healthcare organizations have realized that their systems must be updated, connected and united.

Like in other industries, patient experience is a crucial metric in healthcare. The industry is at a turning point with the increasing demand for remote and hybrid work models among healthcare professionals and the growing patient population.

In this post, we'll explore how healthcare providers are using cloud-based phone systems, such as the solutions provided by UnitedCloud, to improve patient experiences and retention and boost the efficiency and effectiveness of their healthcare teams.

Healthcare Contact Centers

Cloud-based contact centers connect patients with healthcare providers across various medical facilities. They are widely used in hospitals, clinics, health insurance companies, and wellness centers. These centers offer a hosted contact center solution as a vital link between patients and healthcare providers. 

Health Insurance Contact Centers

These centers are evolving beyond phone calls, incorporating live chat and other channels to streamline insurance claims, payments, and information distribution.

General Contact Centers

Moving past traditional call centers, contact centers today offer an omnichannel experience, managing communications across emails, SMS, live chats, and social media.

Inbound and Outbound Call Centers

While inbound centers focus on handling incoming calls for queries, appointments, and referrals, outbound call centers are occasionally used for outreach, patient engagement, or fundraising efforts.

What Issues Can a Cloud-Based Call Center Solve for Healthcare?

A cloud-based call center solution can address communication challenges in healthcare, such as:

Challenge: Missed Appointments

• Solution: A cloud-based call center can implement automated appointment reminders. This feature helps reduce no-shows by reminding patients of their upcoming appointments and improving attendance rates.

Challenge: High Call Volumes

• Solution: With cloud-based call centers, calls can be managed and distributed more effectively. This capability prevents staff from being overwhelmed and ensures that calls are not missed, enhancing the efficiency of handling patient inquiries.

Challenge: Costly Infrastructure Upgrades

• Solution: Cloud solutions significantly minimize the need for expensive and disruptive infrastructure upgrades. By relying on cloud infrastructure, healthcare providers can enjoy modern communication tools without the high upfront costs, enabling scalability and flexibility.

Challenge: Long Wait Times

• Solution: Cloud-based call centers can ensure compliance with service level agreements, keeping wait times short. This increases patient satisfaction by ensuring that calls are answered promptly and efficiently, reducing the frustration associated with long waits.

Best Practices for Healthcare Contact Centers 

Choose a Scalable, Unified Platform

Ensure your platform can integrate seamlessly with existing tools, offer remote work flexibility, and scale up as needed.

Integrate with Your CRM

A smooth integration between your contact center platform and CRM can significantly enhance operational efficiency.

Real-Time Coaching and Support

Utilize real-time call transcription and sentiment analysis to offer immediate support and coaching to agents during calls.

Regularly Review Call Analytics

Use analytics to optimize call routing and staffing, ensuring efficient operations and high-quality patient interactions.

Ensure HIPAA Compliance

It's critical that your communication tools are compliant with HIPAA regulations to protect patient data and avoid legal repercussions.

UnitedCloud: Your Partner in HIPAA-Compliant Healthcare Communications

Choosing a cloud-based phone system for your healthcare operations is a decision that significantly impacts patient satisfaction, staff efficiency, and overall organizational success. UnitedCloud's solutions are designed to meet the healthcare industry's unique needs, offering a HIPAA-compliant, flexible, and feature-rich platform for seamless communications.

Whether enhancing patient engagement, streamlining workflows, or ensuring data security, UnitedCloud is committed to driving healthcare communications forward. Embrace the future of healthcare with UnitedCloud's cloud-based phone systems.