Healthcare Technology Insights Survey Results

Altura recently sponsored and hosted an interactive discussion at The Healthcare IT Analytics Summit in Baltimore, MD on June 21^st featuring how technology is being used by leading healthcare organizations to increase revenue.

We conducted a survey of healthcare professionals around these talking points and want to share what we learned: 

Most organizations have access to enormous amounts of data, available via their omnichannel contact center and UC technology. Of concern was that 57% of respondents were not aware of any data capture for analytics using their contact center. In order for healthcare to be better equipped to handle customer experience sentiment, data capture needs to be a higher priority.

When deployed properly, Artificial Intelligence (AI) enhances patient interaction by creating “triggers” and other call to action items. According to survey respondents though, AI has not yet been adopted by most healthcare entities, yet one out of three technology executives expressed a desire to incorporate it in the future.

Simply put, according to John Orton of Avaya’s Healthcare Team, “We all have different philosophies on how we interact. Healthcare uses data from their contact center or phone system to provide better interaction and support.”   When patient intent is determined, revenue increases as a result of providing better outcomes by communicating with customers (patients) based on their unique requirements.  Deploying AI helps an organization learn and improves their ability to address any needs. This can be accomplished by providing patients either self-service options or personalized interactions with a highly trained individual.

With regard to Referral Leakage Metrics, healthcare has room for improvement. Over 80% of those surveyed indicated that their healthcare organization was missing revenue opportunities from patient referrals. Altura and Avaya have helped leading healthcare organizations close the loop on referral leakage by incorporating a technology solution that will deliver ROI!  To learn more contact us!