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The Next-Generation Contact Center for Healthcare Has ArrivedToday Innovaccer unveiled the Innovaccer Experience Center, the industry's first solution to transform the contact center into an integrated, data-driven, consumer experience center for healthcare front-line agents. The Innovaccer Experience Center unifies patient and consumer data across virtually all stages of the healthcare journey, giving contact center agents everything they need to know about a person's clinical, demographic, behavioral, and engagement history in one place-so they can provide fast, effective, and personalized consumer experiences on the first call, and every call. "Patients don't call a health system contact center to buy a car or schedule a vacation; they're calling with real-life health issues," said Gary Druckenmiller, Jr., General Manager, Customer Relationship Management at Innovaccer. "Traditional contact centers send these callers down a rabbit hole of choosing from a menu of options and entering personal information, only to be passed along to a live agent who processes the call, asks the same questions again, and moves the caller down the line. This is inefficient, frustrating, and time-consuming. But that changes today with the introduction of the Innovaccer Experience Center. We're empowering providers to give consumers the integrated experience they want, which strengthens loyalty and drives better business performance, instantly shifting your contact center from being response focused to growth focused." The Innovaccer Experience Center-an integral part of their Customer Relationship Management solution-is powered by the Innovaccer Health Cloud's Best in KLAS data and analytics platform, which integrates patient data from disparate EHRs, healthcare IT systems, communication systems, and more to create a 360-degree patient record. Unified patient records provide a single source of truth about the patient, giving call center agents a comprehensive "heads up" display of the patient's personal, clinical, financial, and other historical information-all on a single screen. When they dial-in to the Innovaccer Experience enter, consumers receive a deeply personal "show me you know me" experience. There's no bouncing around from agent to agent, no waiting on hold while the agent navigates multiple IT systems or browser tabs, no long waits sitting in a queue as just another number. Consumers get the answers they want, and the referrals and appointments they need faster than ever before, thanks to the Innovaccer Experience Center's "single pane of glass" that enables agents to devote 100% of their attention on serving the consumer. Agents can:
Now contact centers can be the epicenter of improving patient satisfaction, increasing visits and reducing no-shows, driving referrals, boosting portal registrations, and decreasing wait times. And when used as part of Innovaccer's CRM solution, even clinical and financial outcomes can be tied back to campaign response at the channel level, allowing end-to-end campaign performance measurement and ROI-something no other solution offers. For healthcare leaders, the era of cobbling together myriad point solutions to collect contact and healthcare data, manage workflows, take care- and revenue-enhancing actions, and manually generate analytics is over. With the Innovaccer Experience Center, providers gain a single point of insight, a single point of actions, and a single point of contact to best serve the patient and deliver unrivaled experiences that improve clinical outcomes and boost business performance. Explore the Innovaccer Experience Center to learn more, or schedule a demo today. About Innovaccer Innovaccer Inc., the Health Cloud company, is dedicated to accelerating innovation in healthcare. The Innovaccer® Health Cloud unifies patient data across systems and care settings, and empowers healthcare organizations to develop scalable, modern applications that improve clinical, financial, and operational outcomes. Innovaccer's solutions have been deployed across more than 1,600 hospitals and clinics in the U.S., enabling care delivery transformation for more than 96,000 clinicians, and helping providers work collaboratively with payers and life sciences companies. Innovaccer has helped its customers unify health records for more than 39 million people and generate over $1 billion in cumulative cost savings. Innovaccer is the #1 rated Data and Analytics Platform by KLAS, and the #1 rated population health technology platform by Black Book. For more information, please visit innovaccer.com.
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