Empowered Patient Podcast Advancements to Improve Contact Center and Patient Portal Experience Lower Staff Burnout Increase Patient Satisfaction with Patty Hayward Talkdesk
Patty Hayward, General Manager, Healthcare and Life Sciences at Talkdesk, is addressing staff burnout due to the increased demand for patient support and rising patient expectations to get questions answered, appointments scheduled, and issues resolved. Through AI, chatbots, and automation of basic tasks, staff can spend more time with patients to address complex problems. While some patients still like to talk to a live person on the phone, the use of technology allows for real-time responses to many concerns through a patient portal or contact center that has access to patient EMR including history and current medical condition.
Patty explains, "People come into healthcare specifically because they want to help people. Healthcare is very personal, and so when you don't have the time and space and resources often to deliver that empathetic experience to really help people, that can lead to a real high level of burnout feeling, a lot of frustration, and you're not having that job satisfaction that you got into healthcare for."
"Everyone can use Amazon. You can do the same thing here with certain aspects that are simple. So it's a matter of those low-hanging fruit, those things that are easy, getting people used to that, getting them used to being able to go to that as a first step as opposed to the phone and calling someone first."
"But then also, okay, if they want to go voice, let's create chatbots that are on the phone that are voice virtual agents that allow us to have a conversation on the phone. Because sometimes it doesn't matter how many times you push people toward the computer, a lot of people are still going to call you."
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