Though patients may not traditionally be seen as “customers,” their expectations for service are just as high — if not higher — than in any other industry. Yet an analysis of 35,000 online reviews showed that 96% of patient complaints stem from poor customer service. In a patient-driven market, poor service is a fast track to losing them. Why would someone come back when another facility offers the warmth and efficiency they’re looking for? Here’s the silver lining: What may seem like a challenge is actually a huge opportunity. Studies show that healthcare facilities prioritizing exceptional patient experiences can achieve 50% higher margins than their peers. The key? Investing in service quality and equipping your customer care team with the right tools to deliver it. In this article, we’ll explore the top medical customer service software options that can help you meet patient expectations, retain their loyalty, and ultimately drive better outcomes for your organization.
Key types of customer service tools for healthcare
Customer service teams at medical facilities manage a wide range of responsibilities: scheduling (and rescheduling) appointments, confirming visits, sending reminders, delivering lab results, answering billing questions, and providing status updates to name just a few.
Every one of these interactions is an opportunity to make the patient’s experience smoother, more efficient, and, ultimately, more enjoyable. The right tools can help you achieve that. Here are some of the top solutions to consider:
Key types of customer service tools for healthcare
Customer service teams at medical facilities manage a wide range of responsibilities: scheduling (and rescheduling) appointments, confirming visits, sending reminders, delivering lab results, answering billing questions, and providing status updates to name just a few.
- Organizing emails into manageable categories.
- Triaging and assigning tickets with smart workflows.
- Integrating with patient databases to pull in relevant information.
- Offering automation features that help agents respond faster.
