Healthcare

Hospitals, clinics and managed healthcare organizations need to offset the burden of fixed premiums and growing costs with operational efficiencies that save money and help boost profits. A key area for improvement is the management of workforce resources. Healthcare providers need to shift administrative tasks away from medical professionals and towards automated healthcare customer service systems or lower wage workers. Providers that strategically leverage technologies such as intelligent call routing, voice self-service and outbound dialing systems will realize significant cost savings.

Genesys is the established market leader in delivering comprehensive and technically innovative contact center solutions to the enterprise.

• 4 of the world’s 5 largest drug manufacturers
• 3 of the world’s 5 largest insurance and managed care providers
• 3 of the world’s 5 largest wholesale drug companies

 

HealthCare industry leaders answer the call with Genesys.
Blue Cross Blue Shield of Tennessee	CMS	Harvard Pilgrim Health Plan
GlaxoSmithKline	Kaiser	Lifeline Systems
Medco Healthcare	Montedomini	WellPoint

Genesys understands the need for healthcare providers to keep and acquire customers, generate revenues and contain costs through an integrated customer service approach. Industry challenges include:

• An aging population that is placing added strains on an industry already struggling to control costs. To meet the needs of this growing population, healthcare providers need to do more with less.
• Skilled healthcare workers who command high salaries. Service providers need to use their time wisely by shifting administrative tasks from medical professionals and toward automated customer service solutions or lower-wage workers.
• Hospitals, clinics and managed healthcare organizations that need to improve operational efficiencies and reduce costs in order to support profit margins.

As a critical touch point between you and your customer, the customer service center has the potential to enhance patient service, improve operational efficiencies, and leverage staff resources. An integrated customer service solution can provide healthcare organizations the following benefits:

• When customers call to verify a claim or change an appointment, Genesys can direct customers to low-cost speech recognition-enabled self-service applications that leave medical professionals free to do their jobs.
• When patients are expected at appointments, Genesys can place automatic outbound reminder calls to maintain high service delivery efficiency.
• When customers call during peak periods, Genesys can allow them to keep their place in line without staying on the telephone, and even offer customers a choice of when to be called and on what phone number.
• When patients or others in the healthcare service chain call, Genesys can route their calls to the appropriate resource or best agent through caller identification.