Noble-Amcat Healthcare Customer Interaction Solution

Unified inbound outbound customer interaction software integrates voice and data for improved communications and data management. Healthcare industries have special challenges in managing patient/ customer service management and in marketing products. In addition to providing crisp and pleasing communications, healthcare contact management solutions must efficiently manage a variety of interactions including: sales, ongoing renewal sales, patient appointment scheduling, customer data, communicating lab results, automated health and services information, and privacy security issues.

Amcat Helps UroMed, healthcare retailer, achieve better Customer Service

UroMed, a U.S. based national provider of healthcare products, recently implemented the Amcat call center customer contact solution. According to Jim Weatherford, UroMed president, "Our customers are more demanding than ever.  They expect and deserve excellent service. We, at UroMed, believe that empowering our employees to meet the increasing demands of our customers is the way we are going to continue to outperform in our industry. We are already seeing improved levels of service, more motivated employees and better profitability with the Amcat solution."

More about Noble-Amcat Healthcare solutions

Our distributed system helps manage your communications more effectively. The contact management system can operate with multiple patient/ customer databases as well as inter-operate with medical applications or back office applications. Typical applications include: scheduling appointments, reporting lab work, collecting patient medical history, health care billing issues and more. You can efficiently respond to any type of customer inquiry. Then, proactive outbound allows you to call customers or patients back at precise intervals and also evaluate satisfaction.

We provide a complete customer contact management system for healthcare services and marketing in academic medical centers, large health centers, hospitals, physician clinics, health insurance plans, and other health care industries. Advanced CRM software capabilities manage all phases of customer service and support, as well as plan appropriate future actions for marketing and support categories.

Customer contact benefits include:

• Improved time management: The software enables your team to accomplish more each day with fewer resources. More successful CRM, more patient issues resolved.
• Enhanced data management and control: The tools, statistics and reporting needed or a clear understanding and control of your data and projects.
• Create next-step contact strategies: Utilize tools for next-step, follow-up activities to manage patient and marketing prospect life cycles.
• Improved customer services and communications: CTI screen pops provide views of critical data on incoming calls; the software retains the patient data and agent notes throughout the life of the call.
• Improved CRM: Features like Virtual Hold Queue and Self Service Applications (IVR) empower patients and improves their overall experience.

Distributed Contact Center Benefits

Noble-Amcat software provides the capability to easily utilize and manage remote agents and remote sites as a single entity. Healthcare administrative support personnel do not have to be confined to the actual call center. They can access the system and interact with care providers or patients from within any practice or specific department.

• Contacts are intelligently routed to the most appropriate agent, wherever the agent may be located on the network.
• Remote agents can be based anywhere and access the system through a web browser. Agent desktops are browser-based and allows communication with any contact via voice, email or web.

Inbound Benefits

With our system, you can effectively manage inbound Healthcare services and improve patient care:

• You have a complete closed-loop patient CRM solution.
• Easily evaluate individual marketing campaigns performance and effectiveness. Every inbound campaign is separately tracked and reported.
• Each inbound project is based on a unique DNIS, so you can capture and evaluate issues derived from each project and plan follow-up activities based on the result of the interaction.
• Configure customized database search lists: quickly identify the needed information for each caller. Search lists might include: health and wellness, disease, symptom based topics, medical tests, medications, nutrition, specific products.
• Configure databases by type of contact: Patient, Staff Physician, Referring Physician, Business Contacts, Insurance.

Outbound Benefits

An efficient, powerful, user friendly outbound system makes patient loyalty easy-to-plan for and accomplish.

• The most efficient system for customer data and interaction management. This facilitates appropriate follow-ups with loyalty calls, healthcare surveys, and improved marketing prospects.
• Since outbound is part of a unified inbound outbound communication solution, it is easy to analyze your contact data and plan follow-up campaigns to maximize support and conduct follow-up marketing strategies.