Large operator of medical clinics
Client Statistics
Problem
During the pandemic, the healthcare sector grappled with an increasingly severe scarcity of personnel across all domains. Our client, in particular, found themselves teetering on the precipice of clinic closures. This looming crisis was fueled by a lack of willing staff to manage pivotal front desk responsibilities, encompassing tasks such as verifying essential details about appointment times, capturing images of insurance cards, and verifying photo identification for patients. Front desk staff was also needed to notify clinical personnel promptly when a patient had checked in and taken their place within the waiting area.
Solution
Global Paradigm intervened with an innovative solution – a video-chat kiosk infused with AI capabilities. This cutting-edge system detects individuals approaching the front desk and promptly establishes a video connection to a call center representative. This seamless interaction facilitates the patient check-in process for their scheduled appointment.
Remarkably, the agent materializes on a large display instantaneously as the patient nears, even if the individual is wearing a mask. The kiosk’s AI integrates with the clinic’s scheduling system, displaying relevant information on the agent’s desktop. This empowers the agent to swiftly confirm the appointment timing, validate the attending clinician, and concurrently inform the clinical staff of the patient’s presence in the waiting room.
Furthermore, the agent can request that the patient display their identity and insurance card. An onboard high-resolution camera captures clear images for validation purposes. This comprehensive system ensures a streamlined and secure check-in procedure, bridging the physical and digital realms to enhance both patient experience and operational efficiency
Results
patients could be checked in remotely alleviating the staffing constraints that were threatening clinical operations during the pandemic. Even after the pandemic eased the fact that patients could now be checked in seamlessly and in a standardized way no matter which clinic they went to adding uniformity to the quality of service. The labor savings brought about by this contact center solution not only helped the clinic stay up and operating when their patients needed them the most but continue to add to the company’s bottom line even today.
The solution enabled remote patient check-ins, effectively mitigating the staffing challenges that had jeopardized clinical operations during the pandemic. This convenience has persisted beyond the pandemic’s initial impact, continuing to allow patients to experience a streamlined and consistent check-in process across all clinics, ensuring a uniform standard of service quality.
The efficiency gains from this contact center solution not only sustained clinic operations during critical times but also contributed to ongoing financial benefits. These labor savings not only bolstered the clinic’s ability to provide essential care at the height of the pandemic when patients needed it most, but it also continues to increase the company’s profitability to this day.
