The importance of the medical industry can’t be ignored, now more than ever. During the COVID-19 pandemic, many health care providers were seen as being among the front lines for dealing with the spread of the pandemic. Many people who didn’t immediately head to hospitals with signs of COVID-19 sought help from their primary care specialists. Citizens across the U.S. were afraid to go to the emergency room for help, so they contacted their local area physician for consultation. In addition to this, many other people who were suffering from other ailments still sought out the assistance of health care providers across the U.S. They would visit these physicians for assistance with such illnesses as cardiovascular disease, diabetes, constant chest pain, peripheral vascular disease, and even high blood pressure.
These health care providers need the tools to operate at peak efficiency. These include technological advancements, which can help primary care physicians, cardiologists, and other doctors do their work in a safe and efficient manner. Some of this technology includes maintaining electronic health records, predictive dialing systems, telemedicine, voice-assistant technology, and mobile-app integration. Singling out one particular piece of technology, we’ll focus on predictive dialing. Predictive dialing software has been known to help the workflow management of a medical practice. We’ll dig a bit deeper into how a predictive dialer can benefit your medical practice.
It allows for intelligent call assignments.
A predictive dialer acts as an outbound calling system that can automatically dial from a list of telephone numbers. This predictive dialer system can connect answered calls to contact center agents. By utilizing the intelligent call assignment method, a caller doesn’t have to wait for a particular contact center agent to become available. This means that an agent doesn’t get to choose which call to take or ignore, balancing out the work for all agents in the contact center. It also prevents your abandon calls rate from rising higher.
This allows for more freedom and access for potential clients who you’re contacting through your predictive dialer system. Let’s run a scenario. Say you’re running a Long Island, NY-based cardiologist’s office. You want to utilize the predictive dialing software to reach out to a select group of customers who are dealing with cardiovascular diseases, like coronary artery disease. Through intelligent call assignments, agents in your contact center will be connected with those patients through the predictive or autodialer system.
It organizes the client database.
Predictive dialer software allows for the creation and maintenance of a caller database. As a result, a call structure is developed. These can be separated into lists of clients who answered the calls, were busy when the outbound calls were placed, or who didn’t answer the calls at all. This creates a log of customers who don’t wish to be contacted and who do wish to be contacted. In addition to organizing a client database, such software helps to track the call metrics for those outbound calls.
Maintaining such data in a predictive dialer database, for example, is just like utilizing medical data to maintain medical research, medical records, and much more. If you do a search for the best cardiologist near me in a medical database, it’s the same as if you’re using the customer call data to help your call center reach out to customers who want to be reached.
It helps with the monitoring of phone calls.
Another benefit that a predictive dialer can bring to your business is the ability to monitor phone calls. When the call center agents of your interventional cardiology practice located within the North Shore-Long Island Jewish Health System take a call, you need to make sure proper service is being provided. This call center software can allow contact center supervisors to monitor the performance of call center agents. They can use this technology to assess the quality of a phone conversation and score agents on pre-set call quality considerations. Having such data can help with the future training with call center agents or with collecting evidence for disciplinary actions if it comes to that.