Alright, Pam. How about you? We know a little bit about you already. So what made your organization you know, move to conversational messaging?
Yeah. I’m gonna be really, kinda open here. I was a little, skeptical at first. Because we had put so many resources into building a contact center that we built the ground up, and we hired around behaviors.
And when I listened to the calls that our agents are answering and the way they do it with such kindness and empathy…
There are times I get a little teary-eyed when I listened through some of them, when somebody says, don’t worry. I know you’re nervous about the surgery. They’re gonna take good care of you. They’re really good there. And when people say things like that to patients, I’m like, you know what, I don’t want to lose that human touch.
And I also thought none of our patients are saying, “I want conversational messaging.”
Nobody has ever said that to me. What they do say is “I just need information.” I just need to get something done quickly and easily.
So if I can give our agents more time to spend with the complex care and the complex navigation and appointment scheduling that they do and offload some of those routine things, but still maintain that kind of empathy around that messaging –That’s when I said, okay. Let’s go off and begin this work. Because I didn’t wanna lose the goodness of what we had built for efficiency’s sake only.
We needed to make sure that they both hit, those models that they really were delivering, great care with heart.
Abdalla, what made your organizational organization move to conversational patient communication? What instigated it?
Obviously, you know, patients are calling to schedule, and we’re doing automated reminders as well, and patients were calling to reschedule. So we wanted to give staff another outreach tool to contact the patient. So if the patient would text in, you know, from an appointment, saying “I want to reschedule,” the staff would initiate that conversation and try to leverage the tool to reschedule the appointment. Now, it didn’t work in every case.
So sometimes you do have to get on the phone. And then as we progressed, it kind of modulated into a referral outreach tool. So that’s really what it’s being leveraged for now.
Cool. Awesome. Thank you. Carrie?
So I’m Carrie Davis Hanger Clinic. We started off with conversational messaging because we were listening to patients. We’ve been listening to patients since 2017 through Net Promoter Score.
And what they’ve told us is it needs it’s gotta be easier to connect with us. And so when we found Artera, we just thought the conversational piece was extraordinary in connecting people quickly and easily to care. So, that’s why we came out the gate with it. We just thought they want it easier, and we wanna make it easier for them.
