Voice AI Improves Health Care Systems Operational Efficiency
Healthcare systems often face significant inefficiencies in patient administration. Many healthcare providers rely on phone-based appointment systems, increasing labor costs and lower patient satisfaction.
The lack of 24/7 scheduling options forces patients to call at inconvenient times, resulting in missed opportunities for appointment booking. Appoint systems can also fail to match patients with the correct provider, leading to poor resource utilization.
Technology limitations fail to integrate with patient records, causing delays by requiring manual access. Patients may also find difficulty navigating legacy systems.
Healthcare systems face numerous challenges in providing quality patient care and maintaining an efficient operational system. This case focused on a group of 10 regional hospitals with over a dozen affiliated clinics.
Their goals were to improve patient satisfaction through better response rates, improve the delivery of useful and timely information, and streamline administrative operations.
The financial goals were to reduce operational costs by at least 50%.
Patients were increasingly frustrated with the challenge of creating appointments. The process of scheduling was slow and error-prone as it required human intervention. There were no after-hours scheduling options, which created additional phone bottlenecks on Mondays.
Growth in the practice created a need for additional administrative staff to handle inbound calls for appointment scheduling and other patient questions.
Administrative Overhead
Limited Availability (8-5 only)
Increased Staff Costs
Appointment scheduling is time-consuming and error-prone for patients and staff. Growth creates the need for more staff.
No off-hour scheduling such as evenings, nights, or weekends. Creates overload on Mondays.
As demand increases, additional staff are needed, higher training and retention costs.
Poor Patient Follow-ups
Long Call Waiting
Increased Staff Time
There was a general lack of proactive patient follow-ups about medications, post-visit check-ins, and treatment plans resulting in a lack of trust and confidence
Patients experience extended time on hold waiting for appointment scheduling to other inquiries leading to frustration.
The staff has to devote more time to phone and administrative activities, instead of health-care specific tasks.
Proactive Patient Follow-ups
Elimination of IVR Systems
Enhanced Call Routing
Voice AI agents now handle scheduling changes, follow-ups, and cancellations, reducing staff time and potential errors.
Replaced outdated IVR systems with natural language systems, increasing patient satisfaction.
AI Voice agents reduced call wait times and handled call routing without requiring additional staff to handle increased call volume.
Handling Patient Inquiries
Automated Appointment Scheduling
24/7 Multingual Support
AI voice agents now handle FAQ inquiries, post-treatment reminders, and medication follow-ups, increasing patient satisfaction.
Manual scheduling activities were reduced by 75%, appointment adherence increased by 30%
AI Voice agents communicate in six languages reducing communication barriers leading to greater patient satisfaction.
Implementation Process
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