Patient Experience (PX) Strategies
for Healthcare sector

Operations in Healthcare today, whether you are running a clinic, hospital or a pharmacy, is harder than ever. Your front desk is overwhelmed, phone lines are jammed, patients are frustrated with hold times, and staffing is a constant revolving door. 

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The most immediate pain point is the phone situation during business hours. Receptionists are juggling check-ins, insurance verification, and a ringing phone. High Abandonment Rates, patients sit on hold for 10+ minutes and hang up (lost revenue) or an existing patient who will eventually leave a bad review, Repetitive Task Fatigue, Staff spends 80% of their time answering the same five questions: "Are you open?" "Can I reschedule?" "I need a refill." "Did my labs come back?", which creates stress for the front desk leading to high burnout and constant retraining costs. Missed appointments or No-Show are also a massive, revenue drain.

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There is also a lack of insight into operations, we call it operation blindness. Managers know their staff is busy, but they don't know what is happening inside those thousands of phone conversations. Healthcare is rapidly seeing the value of providing a great contact center experience. Studies show that a highly satisfied patient spends 60% more than a low satisfied one, and delivers 3x more value to the brand.

iConvo.ai acts as an AI Patient Access layer to automate frontline communication and analyis backend voice of customer recordings & data, bringing actionable insights to your attention. It doesn't just answer calls; we provide an intelligent, 24/7 digital workforce that integrates with your systems to actually resolve patient needs, letting your human staff focus on care. We can tell you, 'Temperature sentiment dropped 20% regarding billing questions this week,' or 'Nurse Sarah is excellent at de-escalating upset patients, while Mark needs training on insurance explanation.' We turn noise into insights to improve training and the patient experience.