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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