Operations & Logistics
5 min read

Choosing the Best Software Solutions for Healthcare Call Centers
Ziv Gidron Head of Content, Hyro
Choosing the Best Software Solutions for Healthcare Call Centers

When the phone rings at a healthcare call center, the voice on the other end often seeks more than just information—they need reassurance and support. The stakes are high, and the pressure is on. A healthcare contact center juggles sensitive data, urgent queries, and a high volume of calls. And then there’s stringent compliance and regulations. Miss a beat, and patient satisfaction could plummet, often leading to a worse care experience. That’s why picking the best call center solutions isn’t just about efficiency; it’s about crafting a lifeline that never fails. 

With this in mind, let’s explore how the right call center software can transform your healthcare call center into a stronghold of reliability, ensuring every call contributes to a patient’s confidence in their care.

The Need for Specialized Software in Healthcare Call Centers

Healthcare call centers demand a very specific tech stack. It’s not just about logging calls; it’s about managing patient relationships and sensitive health information with the utmost care. Moreover, healthcare contact centers are often overwhelmed with high volumes of calls and full of stressed and overworked agents. 

Take a private-sector call center agent and place them in a healthcare environment—they will likely struggle. Why? Because healthcare calls often involve complex, emotional conversations that demand a mix of empathy and efficiency. 

Key Features to Look for in Call Center Software

  • AI-Powered: Artificial Intelligence (AI) elevates a healthcare call center by introducing predictive analytics and natural language processing. For example, AI can analyze call patterns to forecast high-volume periods, enabling better staff allocation. Moreover, it can interpret a caller’s tone, providing agents with real-time sentiment analysis to tailor their responses appropriately, enhancing patient engagement.
  • Omnichannel Solutions: Today’s patients might start a conversation via chat, switch to email, and then follow up with a phone call. Omnichannel solutions ensure continuity across these platforms. 
  • Cloud-Based: A cloud-based call center solution offers flexibility and scalability. Healthcare providers can easily adjust resources to meet demand without physical infrastructure constraints. Cloud solutions enable agents to access the system remotely, ensuring uninterrupted patient support, even during unforeseen events like a power outage at the physical call center location.
  • EMR Integration: Integrating Electronic Medical Record (EMR) systems into call center software allows for a holistic view of patient interactions. For instance, when a patient calls about a recent diagnosis, the integrated system provides the agent with the patient’s full history, leading to personalized care and informed decision-making.
  • Smart Routing: Smart routing ensures that calls are directed to the most appropriate agent based on skill set and availability, reducing wait times and improving resolution rates. For example, a call about a complex medication regimen can be routed to a pharmaceutical specialist, streamlining the consultation process.

The Role of AI in Modernizing Healthcare Call Centers

Automating Repetitive Tasks

Artificial intelligence excels in taking over routine, time-consuming tasks. In healthcare call centers, AI can handle appointment scheduling, refill requests, and even basic triage, streamlining operations and letting human agents devote more time to cases requiring a personal touch.

Enhancing Patient Experience

AI doesn’t just work behind the scenes; it personalizes patient interactions. By analyzing past behavior and preferences, AI-equipped software can guide agents in providing an attentive and bespoke patient experience, significantly boosting satisfaction and trust in healthcare services.

Leveraging Real-Time Data Analytics

AI transforms data into valuable patient analytics instantaneously. Real-time data can indicate call volume surges, adjust staffing in a flash, and even identify trends in patient concerns, all of which contribute to a more responsive and proactive healthcare service environment.

Different Types of Call Center Software Solutions

Salesforce Health Cloud

NeoDove offers a cloud-based call center management suite tailored for the healthcare industry, featuring essential tools such as lead management, call recording, and comprehensive call management. Designed to bolster sales for small and medium-sized businesses, its Telecalling CRM and Sales Engagement Platform streamline operations with features like an auto-dialer, multichannel communication, and seamless integration, simplifying automation and nurturing a solid sales pipeline.

Salesforce Health Cloud

Salesforce Health Cloud for call centers is a streamlined solution that integrates Salesforce CRM with call center capabilities, facilitating efficient patient interactions. This system consolidates patient data, automates workflows, and provides real-time insights for prompt and effective responses. The platform enhances collaboration, optimizing operational efficiency and improving patient satisfaction in healthcare customer service.

CloudTalk

CloudTalk is a specialized cloud-based call center solution designed for seamless communication within healthcare organizations. With features like automatic call distribution and integration with healthcare systems, it streamlines patient interactions, ensuring efficient and compliant communication. CloudTalk proves valuable in enhancing patient care, satisfaction, and overall operational workflows in the healthcare sector.

Hyro's Call Center Automation Solution

Hyro’s call center AI assistants can effectively handle more than 85% of inbound patient calls, cutting down on cost per call and alleviating stress for call center agents. Channeling complex cases to the right agents prevents misroutes and enhances patient satisfaction. 

 

What truly sets Hyro apart is its ability to reduce agent burnout and attrition. It funnels repetitive, low-touch tasks to SMS for self-service, freeing agents to engage in more meaningful work, like dedicating more time to sensitive calls where they can sharpen their skills in providing empathy and personalized support. 

 

The data backs this up —after implementing Hyro, Intermountain Health has achieved a 91% success rate in routing calls accurately, slashing call abandonment rates by 64% and increasing call answer rates by 27%.

How to Transition to an AI-Powered Call Center

  1. Assess Current Operations: Evaluate your existing contact center tech stack to identify areas that would benefit most from AI integration.
  2. Choose the Right AI Partner: Select an AI solution tailored to healthcare’s unique needs.
  3. Develop a Phased Implementation Plan: Roll out the AI system in stages, starting with low-risk areas before expanding to more critical functions.
  4. Train Your Team: Educate your staff on the new tools, focusing on how AI will assist them in their roles.
  5. Monitor and Optimize: Continuously track the performance of AI features and adjust workflows as needed.
  6. Scale Gradually: Increase the AI system’s responsibilities as confidence in its capabilities grows.

Final Thoughts

The right call center software is not just a tool—it’s the heart of patient communication. Embracing AI is not merely a step toward the future but an essential evolution to meet the increasing demands for empathetic, efficient care.

Choosing a call center solution like Hyro means investing in a system designed to mitigate agent burnout, reduce operational costs, and empower patients with self-service options—all while ensuring every interaction is handled with the care it deserves. So why wait? Don’t just keep up—stay ahead. Transform your call center with Hyro’s AI call center automation solution.

Watch Hyro’s VP Product Uri Pintov deliver a live demo of Hyro’s call center AI assistant: 

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About the author
Ziv Gidron Head of Content, Hyro

Ziv is Hyro’s Head of Content, a conversational AI expert, and a passionate storyteller devoted to delivering his audiences with insights that matter when they matter most. When he’s not obsessively consuming or creating content on digital health and AI, you can find him rocking out to Fleetwood Mac with his four-year-old son.

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