When a patient is dealing with a medical or billing concern, getting the right answers quickly is a crucial part of their experience with a healthcare provider. If a patient struggles to schedule an appointment or must keep explaining their situation over and over again on the phone, they are likely to become frustrated and might end up considering a different provider altogether.
The contact center plays an important role in the patient experience, but it’s not as straightforward as it once was. Some patients prefer to speak directly to a human, while others appreciate a quick response via…
