U.S. healthcare providers and payers can now effectively manage incoming inquiries from users
A cloud-based offering, Verizon’s Virtual Contact Center offers a holistic and coordinated experience for users and can be integrated with existing customer relationship management software, electronic health records and other customer owned databases to provide a holistic view of the patient for the payer or provider.
The solution’s multichannel capabilities give healthcare providers the ability to engage with their members by phone, online, or chat or through social media channels, with the aim of reducing handling times and increasing first-call resolution.
In addition, healthcare organizations now can utilize Verizon’s IP IVR system that “intelligently” interacts with callers to identify and route calls to the appropriate agent, while sharing electronic patient health information (ePHI).
“Healthcare is behind other industries when it comes to applying technology to the delivery of services due in part to today’s regulatory climate,” said Darryl Shaw, director, healthcare solutions, new product development, Verizon. “Verizon is looking at ways where we can ease the pain points for our clients by using technology to provide added value. This is a great example of one way we are doing so.”
Along with each service, Verizon provides a HIPAA Business Associate Agreement and works closely with clients to safeguard any electronic health information that’s exchanged.*
Verizon’s latest healthcare-oriented solutions help address many of the issues facing the industry today, including better patient engagement, improved access to and quality of care and the need to reduce costs.
Verizon Virtual Contact Center and Verizon IP IVR are available together or individually and are part of Verizon’s HIPAA-ready portfolio that includes select cloud, managed hosting and colocation services.
Visit Verizon Contact Center Solutions to learn more.
*Each client remains responsible for ensuring it complies with HIPAA and all other applicable laws and regulations.
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