Business Challenges:
- The COVID-19 pandemic has placed the healthcare sector at the forefront, necessitating the adaptation of new protocols to manage many patient interactions.
- Improving communication between healthcare staff and patients to yield enhanced patient experiences, reduced readmission rates, lower costs, better clinical outcomes, and increased patient loyalty.
- Minimizing front desk interactions, enabling document uploads, digitizing forms, customizing care options, implementing EHR solutions for payment collection, establishing efficient telehealth, and facilitating integration and automation of business processes.
Solutions:
- Developed a customer experience solution using a microservices-based design to scale up according to business requirements.
- Integrated patient data with BirdEye and Salesforce Marketing Cloud to create an enhanced patient feedback and strategy system.
- Provided data to the NetSuite ERP and BI system to create a comprehensive business management solution stack.
- Implemented real-time information and action prompts, digital forms, support manager, and kiosk to improve customer experiences.
- Utilized quality management and workforce optimization tools to reduce front desk workload and offload time-consuming administrative tasks.
Outcomes:
- The redesigned solution met all objectives and received high praise from the client team.
- The percentage of online appointments increased from 15% to 37% monthly.
- Telehealth was used without interruption for nearly 50% of appointments during the COVID-19 pandemic.
- The client organization swiftly transitioned to a “telehealth-first” mode, serving patients smoothly within days.
- The comprehensive approach to enhancing the patient experience demonstrates Abjayon’s commitment to innovation and excellence in the healthcare sector.
