For healthcare consumers, the patient journey is more complicated and frustrating than ever. With far more choices of primary care providers, specialists, health insurers, coverage plans, where they get their prescriptions filled, and even where they go to get treatment, why is that the case? Patty talks with us about how AI and automation are transformative, but healthcare organizations will always need humans to interact with patients/members along their care journeys. However, this can’t be done at scale. Integrating AI and automation capabilities into cloud-based contact centers enables healthcare organizations to meet demand for support services at scale while increasing agent performance and job satisfaction.
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HITea Heard in the Halls: Patty Hayward on Healthcare Consumerism and the Digital Front Door
For healthcare consumers, the patient journey is more complicated and frustrating than ever. With far more choices of primary care providers, specialists, health insurers, coverage plans, where they get their prescriptions filled, and even where they go to get treatment, why is that the case? Patty talks with us about how AI and automation are transformative, but healthcare organizations will always need humans to interact with patients/members along their care journeys. However, this can’t be done at scale. Integrating AI and automation capabilities into cloud-based contact centers enables healthcare organizations to meet demand for support services at scale while increasing agent performance and job satisfaction.