Customer Engagement Best Practices for the Healthcare Industry

Lisa BolesSeptember 29, 2022

Halloween candy is filling grocery store shelves. “Pumpkin Spice” is returning to coffee shops everywhere. This can mean only one thing. “Open Enrollment” is just around the corner, and that means it will be busy season in healthcare industry contact centers.

Now is the good time to examine what you need to do to meet increased demand and improve customer engagement.

Maintain a “Big Picture” Approach

As channels and modes of communication continue to grow, it’s imperative to meet your members wherever they are and however they choose to reach out to you. Taking a platform approach to connect your data across the enterprise breaks downs silos and gives you the ability to orchestrate your workforce as single pool of resources—allocating the right work to the right resource at the right time.

With this approach, you have the flexibility to assign work to resources based on your specific business priorities—and because such priorities can quickly change—pivot as necessary so you can ensure the best customer experience regardless of the channel(s) used or whether the interaction is being handled by humans, bots, or a combination of the two.

Of course, you’ll rarely find a “one size fits all” solution to meet the very specific needs of your organization. So, look for available options that allow you to seamlessly connect with the other enterprise solutions you are already using—or may use in the future.

Let Automation Relieve Some of the Strain

To gain competitive advantage and capture more market share, health insurers and others in the healthcare industry should consider re-thinking customer service and retention strategies by strengthening their relationships with their members.

Because if you can’t meet your members’ expectations, you may find them leaving in search of a new provider who can.

Do you have the tools you need to maximize your customers’ ability to use self-service channels for quick resolutions to their problems and easy access to the information they need—even during open enrollment season and other busy times of the year? Are you able to leverage industry-leading Intelligent Virtual Assistant technology to automate and personalize processes for your customers and agents? 

Use Compliance and Quality Management Solutions to Keep You On-Track 

It’s no surprise that healthcare is among the most regulated industries—and with good reason.

Delivering the highest-quality customer service, while vigilantly ensuring compliance with external regulations and internal processes, is an on-going challenge.

However, the cost of not doing it can be potentially catastrophic.

As customers increasingly turn to digital channels and the numbers of interactions rise, keeping on top of service quality, as well as compliance with increasingly stringent regulations, becomes more difficult. At the same time, the gap between what your quality and compliance program can achieve and the risks to your business and reputation gets bigger.

A total quality program—supported by automation and AI—can help you avoid unacceptable service standards and potential fines and penalties.

You want to look for quality management solutions that give you the tools to continuously monitor and evaluate the performance of both agents and bots, assess the quality of customer service, and identify opportunities to drive continuous improvement—as well as compliance tools that will help assure compliance with regulatory requirements.  

Find Real Solutions for Real-World Challenges 

Verint offers solutions to help healthcare organizations and insurers engage customers, improve service levels across multiple channels, and reduce costs. Our solutions and services can help you stay ahead of evolving programs and regulations while enhancing compliance and the security of interactions.

Watch this video to learn more and see how Verint Workforce Engagement and Interaction Insights solutions help General Dynamics Information Technology (GDIT) enhance the customer service capabilities that they offer and deliver to Medicare beneficiaries.