The healthcare industry encounters special challenges with patient/customer service management. Providers must effectively manage a variety of interactions such as sales, patient appointment scheduling, and transmitting of lab results, while dealing with confidentiality issues. In addition, the burden of regulatory compliance and excellent service delivery while meeting extensive accountability demands from insurance companies adds to the challenge. Novo Technologies innovative solutions can help organizations rise above these challenges.

call recording

NovoLog Suite, call recording solutions deliver unparalleled protection to your healthcare organization. By safely recording all communications with patients, doctors, pharmacies or insurance companies, it guarantees compliance, quality control and helps to avoid potential disputes. The ability to quickly retrieve critical information for instant playback at all times, regardless of the user’s physical location, increases personnel productivity and responsiveness.
 

quality monitoring and agent coaching

Your healthcare's contacts center also plays a critical role in enhancing customer satisfaction. From the very first call, staff must be able to effectively resolve the issue to avoid repeat calls, and offer customers the best possible service. NovoCoach quality monitoring solution provides the measurement tools to assess your call center and agent performance, helping to identify areas of improvement and to deliver a superior customer experience. These solutions foster customer loyalty and improve the reputation of your healthcare institution.

call recording benefits for the healthcare industry

• Address patient/customer needs more quickly and effectively, limiting repeat calls
• Protect confidential customer information
• Ensure consistent evaluation, and streamline the evaluation process
• Prevent and resolve disputes by enhancing protection and compliance
• Improve situation handling by listening to customer call history
• Increase employee efficiency with adequate coaching and training
• Easy and fast integration into the existing infrastructure, meeting business operational needs
• Improve overall service quality and customer satisfaction