Your practice is facing the perfect storm. Rising patient expectations. Staffing shortages. Pressure to deliver top-tier care while controlling costs. Your plate is overflowing and the last thing you need is another complicated tech tool that promises utopia but delivers chaos.
But if you’re still relying on traditional phone systems and manual workflows, you’re not just missing patient calls, you’re missing opportunities, frustrating patients, and burning out your staff.
But here’s the good news: Broadvoice | GoContact’s contact center platform is built for you. It transforms how practices, hospitals, and health systems manage communication, without adding more to your to-do list.
The Healthcare Experience Crisis: Why Traditional Methods Fall Short
Picture this: It’s Monday morning at your orthopedic practice. Your phones are ringing off the hook with appointment requests, insurance questions, and “urgent” calls that really could have been handled through self-service (if only you had it). Meanwhile, your front desk staff is drowning. Some patients are waiting to check in, others are on hold longer than they waited for their last MRI results.
Sound familiar? You’re not alone. The average healthcare contact center handles over 1000 patient interactions a day, with 60% of them being routine inquiries that don’t actually require human intervention. That’s where intelligent automation becomes your lifeline.
Meet Your 24/7 Digital Front Desk
Healthcare Chatbots That Actually Work
Not all bots are created equal. Broadvoice’s HIPPA-compliant virtual assistant can handle routine patient inquiries with the precision of your top staff members, only it works around the clock.
Here are a just a couple of ways it can help your patients:
- Get lab results. When patients need to check their results at 11 PM (because anxiety does not follow business hours) your chatbot can securely authenticate them and provide access to their patient portal. No more after-hours calls to your answering service. And no more frustrated patients waiting until morning.
- Schedule an appointment. Your chatbot can handle appointment scheduling, send pre-visit instructions, and even collect insurance information before a patient arrives. This can reduce front desk call volume by up to 40% while improving patient satisfaction scores.
IVA That Sounds Human (Because It’s Designed To)
Our intelligent virtual assistant (IVA) understands context, remembers previous conversations, and handles multi-step interactions like a pro.
Real capabilities, real impact:
- Reschedule appointments with calendar integration
- Verify insurance with real-time eligibility checks
- Route symptom-based inquiries to the right care level
- Refill prescriptions and coordinate with pharmacies
SMS Integration: Talk Less, Text More
Let’s be real, most patients prefer to text.
With secure, HIPAA-compliant SMS messaging, your team can connect with patients the way they actually want to communicate.
For instance, post-op patients can receive automated text reminders for physical therapy, meds, or follow-ups. If a patient doesn’t respond, the system can automatically escalate to a call, keeping care on track without overwhelming your staff.
Built-in safeguards include:
- End-to-end message encryption
- Patient authentication before sharing PHI
- Full opt-in/out preference management
- Audit trails for compliance reporting
Call Deflection That Feels Like Better Care
The most successful healthcare contact centers don’t just answer calls faster, they prevent unnecessary calls altogether. And our platform can help you reduce inbound call volume while improving patient satisfaction.
Smart Routing and Escalation
When a patient calls to ask, “I fell and think I twisted my ankle. Should I come in?” our intelligent routing system can:
- Direct them to a symptom checker chatbot
- Collect relevant medical history
- Provide appropriate care recommendations
- Schedule appointments if needed
- Escalate to triage nurses for complex cases
That’s not just automation. It’s smarter, faster care for your patients.
Built for Your Compliance
Healthcare communication isn’t just about convenience. It’s about maintaining patient trust through bulletproof security. Our compliance features include:
HIPAA Compliance by Design
- Data encryption at rest and in transit
- Access controls with role-based permissions
- Audit logging for all patient interactions
- Business associate agreements with clear liability protection
Risk Management
- Automated compliance monitoring with real-time alerts
- Regular security assessments and vulnerability testing
- Incident response protocols for potential breaches
- Staff training integration for ongoing compliance education
The Future of Healthcare Communication is Here
Providers who embrace intelligent healthcare contact center solutions aren’t just improving operational efficiency. Rather, they’re fundamentally transforming the patient experience. Our platform combines the personal touch patients expect with the automation you need to thrive.
Ready to transform your healthcare experience? Your patients already expect a digital-first experience. The question isn’t whether you’ll modernize your contact center, it’s when.
Want to see GoContact in action? Schedule a demo to see how our healthcare contact center platform can reduce call volume, improve patient satisfaction, and free your staff to focus on what matters most: providing exceptional care.
