MicroAutomation Solutions for Healthcare Industry

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MicroAutomation Solutions for Healthcare Industry THE HEALTHCARE INDUSTRY No other industry is facing the growing demand for improved customer service more than healthcare. As 70 million "Baby Boomers" head into their senior years, the healthcare infrastructure must be ready to meet their needs. The aging population will create more patients, more inquires and more data to track - resulting in a growing strain on call centers in the healthcare industry. Healthcare providers must adhere to the increasing regulation of the industry to protect the sensitive nature of patient information. At the same time, healthcare call centers must focus on increasing customer service levels, meeting government-mandated customer satisfaction and service level requirements and to meet the demands of their callers. Additional channels of service such as websites, email exchanges and web chat have grown over the past decade. However, the telephone is still the primary means for communication, especially when it comes to accessing sensitive healthcare information or addressing the specific needs of a caller. Finding ways to leverage existing human resources and harness the power of technology without stretching budgets and creating easy-to-use solutions will be critical for healthcare businesses. HEALTHCARE INDUSTRY ExpERTISE MicroAutomation has over 15 years of experience providing call center solutions in healthcare. Our expert team enhances the customer experience by integrating industry-leading products and technologies into solutions for your call center. A MicroAutomation solution focuses on three critical solution elements: • Enhancing the caller experience through Self-Service solutions using Interactive Voice Response (IVR) to empower callers with the options they desire • Improving live agent efficiency through Call Control solutions which reduce the need for call re-routing and callers to re-state information • Providing Analytics tools to report on, manage and refine each solution element and improve the overall performance of your contact center MICRoAUToMATIoN HEALTHCARE BENEfITS • Offer a superior customer experience by understanding the needs of your callers and integrating technology options and using solution and customer feedback to drive innovation • Reduce costs by improving live agent utilization by having informed agents answer callers with specific needs • Improve customer service ratings by offering the Self-Service options your callers desire the most • Eliminate misrouted calls and the need for callers to re-state their information • Exceed mandated call handling metrics which improve caller satisfaction • Increase agent efficiency by offering Self-Service options for callers with simple requests and handling specific caller requests with live agents

HEALTHCARE INDUSTRY SoLUTIoNS Patient or Beneficiary Solutions • Provider identification • Check eligibility • Claims status • Order ID cards • Prescription refill • Physician finder • Update your address • Make changes to your list of dependants • Make an appointment • Obtain test results • Check deductible status • Complete a survey Based on our extensive healthcare experience we offer solutions that focus on the needs of your callers. We also have an extensive professional services team capable of developing and implementing tailored solutions that maximize the efficiency of your current network infrastructure and deliver solid business results. HEALTHCARE INDUSTRY fACTS • The average call center budget is over $5.5 million a year for a healthcare provider; 70% is spent on live agents • Over 1 million calls a year are handled by the average healthcare call center • Less than 10% of inbound calls to the average healthcare call center are handled using automation • Over 84% of inbound calls are for simple requests and account information • The majority of healthcare call centers are unable to answer 80% of inbound calls within 20 seconds INDUSTRY ACCoLADES • Earned Call Center Magazine's Editor's Choice award for our CallCenter Millennium CTI product • Recognized by Speech Technology Magazine's Most Innovative Solution Award • Call Center Editor's Choice • Best of Communications Solutions Expo • Best of CTI Expo Provider or Insurer Solutions • Member identification • Verify coverage • Speaker verification • Send an appointment reminder • Provide test results • Review patient information • Deductible information • HMO information • Check payment information • Complete a survey • Retrieve medical history CoNTACT US MicroAutomation 10550 Linden Lake Plaza Manassas, VA 20109 1.800.817.2771 sales@microautomation.com www.microautomation.com

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