This year, Healthcare Contact Center Times is launching its first-ever HCCT Awards. The awards represent an acknowledgment that people leading healthcare contact centers are doing some of the most important and underrecognized work in healthcare. We believe organizations doing it exceptionally well deserve to be recognized.
HCCT received submissions from across the country. The nominations were evaluated across three categories: Excellence, Culture and Innovation. The winners will be honored in-person at our annual conference in Atlanta, June 3-5.
The Excellence Award – Contact Center of the Year (Less Than 100 Agents) honors a high-performing contact center that demonstrates exceptional service, operational excellence and a commitment to the patient experience. This year’s winner is Steinberg Diagnostic Medical Imaging (SDMI).
SDMI operates 12 high-volume imaging centers across Southern Nevada. Like many contact centers in healthcare, the volume of calls outweighed the pace in which they could hire staff. Their response was to build smarter, not just bigger. They didn’t only implement technology, they focused on team member culture at the same time.
By deploying a Genesys Cloud® voicebot to handle appointment confirmations, prep instructions, insurance FAQs and rescheduling, SDMI freed their agents to focus on what requires a human to figure out.
The results came fast: abandonment rates dropped 27%, Average Speed of Answer improved 75% within three days of go-live and average handle time decreased by 69 seconds across their 1,100-person operation.
“We wanted to go from great to exceptional,” says Rachel Papka, SDMI’s chief innovation officer. “We knew it would take a great deal of trust. We enlisted our partners at Genesys, Dunamis consulting and Helpware to build a platform our patients would want to interact with. It was important during our design to focus on what could be handled through AI, and the unique calls our team members needed to be prepared for.”
What made this entry stand out was SDMI’s commitment to equity in the patient experience.
“When agents noticed elderly patients struggling with voice-recognition prompts, SDMI built a dedicated touch-tone path with slower pacing and simpler language,” says Derek Lok, publisher of Healthcare Contact Center Times.
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Healthcare Contact Center Times discusses such crucial topics as strategically positioning your contact center for maximum advantage in today’s competitive healthcare environment, operating your call center as your organization’s “front face” to the public, and effectively marketing your call center to external and internal audiences. With each issue we keep healthcare call center professionals across the country up-to-date on the latest trends and current news.
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