18 Mar
Technological advancements have stormed the business world and opened the door to a new and efficient business landscape. One such technology is data analytics which requires a huge amount of datasets to evaluate the organizations’ processes and identify improvement areas. The healthcare industry is also influenced by technological advancements. Healthcare call centers deal with several patients’ queries and service providers.
This blog explores the meaning of data analytics and its role in healthcare call centers.
Understanding Data Analytics
Data analytics include the collection, evaluation, and interpretation of data to provide effective insights for making informed decisions. Furthermore, it consists of several tools, technologies, and techniques to generate essential information. In healthcare call centers, data analytics can be used to:
- Understand the patients’ requirements;
- Provide better and more extensive care;
- Managing patients’ data for future usage;
- Convenient reference to specialized service providers.
The Role of Data Analytics in Healthcare Customer Service
It is well known that data is precious for all businesses, irrespective of its nature and operations. Customer services generate a huge load of data from customer-agent interactions every day. Therefore, healthcare call centers must implement data analytics in their operations and generate effective insights and leads.
With advanced analytics, healthcare call centers can analyze patterns, predict customers’ requirements, and provide the required services. Such implementation is a proactive approach that enhances customer satisfaction levels, streamlines operational activities, optimizes resource utilization, and saves operational costs.
Introducing NEQQO
NEQQO is an advanced platform bringing quality management, business visions, and progressive reporting together for customer service providers. This platform provides accurate and precise understandings and evaluations to optimize organizational processes and promote operational productivity.
NEQQO Analytics for Healthcare Call Centers
The implementation of NEQQO analytics drives effective data integration to promote customer support and enhance operational productivity. In healthcare call centers, NEQQO analytics will assist in providing extensive and timely care for patients, along with proactively handling patients’ concerns.
NEQQO is a powerful platform, and its advanced features include:
- Quality Monitoring (QM) Management: NEQQO offers complete QM that ensures patients’ interactions comply with the established standards. With 100% auto-QA through AI, it supports extensive quality assurance, highlights improvement areas, and saves time by eliminating manual tasks.
- AI-Based Call Summarization: Healthcare call centers handle several interactions, and sometimes, maintaining patients’ documents becomes difficult. NEQQO AI-based call summarization provides a concise summary of patients’ and agents’ interactions. It helps maintain an empathetic flow, reduces the documentation burden, and eliminates clerical errors.
- Compliance Violation Flags: The healthcare sector is governed by various regulatory bodies and requires compliance with the applicable laws and regulations strictly like HIPAA, HITECH Act, GDPR regulations, and more. NEQQO detects non-compliance and alerts the users about such issues, to fix and alleviate the regulatory errors.
- Human-Assisted Manual Evaluations: AI promotes efficiency and accuracy, whereas human assistance supports empathy and depth. NEQQO brings human insight together with AI precision to provide enhanced call evaluations of patient-agent interactions.
- Smart Redaction: It is significant that patient information is secured and protected. With NEQQO’s smart redaction, patients’ data is collected and secured while maintaining confidentiality.
- Insights Section: NEQQO has a specified insights section that allows the users to record and review various metrics for generating an extensive understanding of the overall operations and performance.
- Mono Audio Speaker Separation: QM requires clear voice analysis of the speakers, even from mono audio recordings. NEQQO separates the patient’s and agent’s voices to provide an accurate assessment of their interactions.
Benefits of Implementing NEQQO in Healthcare Call Centers
We’ve just learned about the features of NEQQO, there are various benefits of implementing NEQQO, which are:
- Data-Driven Decision Making: NEQQO analytics is based on detailed data analysis that allows healthcare call centers to strategically develop effective plans and make data-driven decisions.
- Patient Experience: NEQQO collects various performance metrics, including sentiment and satisfaction scores. By evaluating these metrics, healthcare call centers can identify success drivers, and provide services based on patient’s needs.
- Improved Agent Performance: NEQQO supports personalized and detailed analysis to identify pain points and provide feedback to agents. This leads to continuous improvement in the agent’s performance and skill development.
- Enhanced Productivity: NEQQO analytics is supported by AI power that automates various operations, ultimately reducing the burden on agents and enhancing the productivity of the overall processes.
- Mitigated Risk: Compliance monitoring and the smart redaction feature the operations of the healthcare call centers are secured against breaches, ensuring compliance with applicable regulations.
Data Security and HIPAA
Data security is safeguarded by various regulations, and HIPAA is one of such regulations. HIPAA secures patients’ data being accessed by the healthcare call center. This regulation ensures that the confidentiality and integrity of protected health information (PHI) are protected and maintained properly. Healthcare call centers must adopt platforms like NEQQO to ensure compliance with HIPAA and other applicable regulations with features like violation detection, smart redaction, and AI monitoring.
Conclusion
Data holds a significant place in the sustainability and growth of the businesses. Therefore, it becomes essential for the organization to adopt data-based approaches. Healthcare call centers handle numerous calls every day, leading to a large amount of data generation. Healthcare call centers must adopt innovative and effective strategies to meet the patients’/customers’ expectations and maintain excellent quality.
NEQQO, an advanced platform, can provide assistance in monitoring quality, support deep analysis, and offer business insights to optimize healthcare call center operations and enhance healthcare outcomes.
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Digital Guardian. 2020. What is HIPAA Compliance? 2020 Digital Guardian, 2020.