Top 10 Best Healthcare Call Center Software for 2024
As the demand for healthcare services continues to grow, it’s becoming increasingly important for healthcare providers to find ways to offer high-quality care while also being efficient and cost-effective.
One solution that’s gaining popularity is the use of call center technology, which allows doctors and other healthcare professionals to connect with patients and each other remotely.
This can take the form of video consultations, enabling patients to receive primary care from the comfort of their own homes, or it can involve doctors and other medical staff collaborating with each other online, sharing patient records and other information securely.
By leveraging these types of solutions, healthcare providers are able to improve the patient experience while also streamlining their operations and reducing costs.
Call center solutions for healthcare providers can improve the efficiency of appointment scheduling and communication with patients. The software can automatically handle tasks such as appointment scheduling, reminders, cancellations, and complaints, saving time for both patients and doctors.
In addition, smart call routing directs incoming calls to the appropriate healthcare provider, regardless of their location. Some health call center software also includes artificial intelligence capabilities, allowing it to recognize the intent of patients and direct them to the right person, as well as offer natural language recognition and translation.
What to look for when choosing healthcare call center software?
It’s essential for healthcare businesses to use call center software with specific features to ensure the needs of their patients are met. Here is a list of some must-have features for call center software in the healthcare industry:
HIPAA compliance:
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is mandatory compliance for any business or professional working in the healthcare sector. It ensures the confidentiality and protection of health information and establishes security standards for the protection of patients’ electronically stored information, including call records and notes, as well as information shared between the call center solution and electronic medical record systems.
Omnichannel communication:
Adapting an omnichannel healthcare call center solution allows you to communicate with patients through various channels, such as phone, email, and text. It enables you to respond to inbound and outbound communications in real-time and provide high-quality healthcare to more people, no matter how they get in touch with you.
Integration with medical record systems:
Commonly known as CRM integration, integrating medical record systems into healthcare call center software allows you to access important patient information, such as medical history, to provide more comprehensive care and give informed advice and treatment.
Cloud-based calling:
This feature enables you to stay in touch with patients remotely as long as you have a secure internet connection, allowing them to reach you whether you are in the office or working from home.
Call routing:
It uses artificial intelligence to route calls to the appropriate specialist and automate routine tasks such as billing and appointment scheduling, enabling agents to spend less time on repetitive tasks and routing calls and more time assisting patients.
Call recording:
It provides you with a rich resource of customer interactions that may come in handy in training new customer service executives as well as serve as evidence in case any legal complication arises.
Data analytics & reporting:
Automatically analyzes agent performance, customer satisfaction, and other call center operations to drive actionable insights for improving the overall customer experience.
Top 10 Healthcare Call Center Software
There are many healthcare call center solutions available in the market, making it challenging to choose the right one. To assist you in your decision-making process, we have compiled a list of the best healthcare call center solutions. This list will provide you with the necessary information to make an informed choice.
HoduCC is a call center solution designed for the healthcare industry, offering features as follows.
- Multi-tenant support: It allows healthcare providers to separate different departments or practices within their organization and route calls to the appropriate department or specialist.
- Omnichannel communication: It also enables communication through various channels, such as phone, email, and text, and allows patients to reach out through their preferred method.
- Skill-based routing: It directs calls to the most suitable agent based on their skills and expertise improving the FCR rate and lowering abandonment rate.
- Multi-level IVR: It creates customized menus and prompts to streamline the call-handling process and improve the patient experience.
- Predictive dialer: It minimizes wait times by automatically dialing out to the next available agent.
HoduCC is an effective solution for improving the efficiency and effectiveness of healthcare call centers.
RingCentral‘s call center software is designed to cater to a variety of industries, including healthcare.
- Its HIPAA-compliant software enables healthcare providers to securely connect with patients through live calls, interactive voice recordings, SMS, and other messaging apps using a desktop, phone, or tablet.
- RingCentral can also integrate with customer relationship management (CRM), electronic health record (EHR), and billing systems to provide a holistic view of a patient’s medical history, financial status, and need for follow-up care.
- Using artificial intelligence (AI)-powered reports, managers can forecast call volume, identify trends, and route calls appropriately.
The software can be deployed in public, private, or hybrid cloud configurations to meet security and data storage needs.
3. 3CX
3CX provides a comprehensive call center solution that is well-suited for the healthcare industry.
- It offers a range of features including dynamic call queues, an interactive voice response (IVR) system, and call reporting.
- The Call Flow Designer allows users to fully automate call handling with a simple drag-and-drop interface.
- 3CX also provides a platform for all forms of communication, including audio and video calls, live chat, SMS, and WhatsApp.
- Its advanced queue strategies, such as Round Robin and Hunt by 3s, help ensure that calls are efficiently routed to the appropriate agent.
- 3CX allows agents to work remotely, whether they are in the office or working from home and offers call recording for legal and quality assurance purposes. It also includes tools for agent training, such as the ability to listen in, whisper, or barge in when needed.
- The built-in call reporting features provide valuable insights into call statistics and service level agreements (SLAs), and the wallboard allows for real-time monitoring of queues.
3CX also integrates with Microsoft 365 and CRM systems to streamline caller data and synchronize with other systems.
FluentStream is a cloud-based call center system that caters to small or specialized healthcare providers rather than large hospital call centers.
- Its HIPAA-compliant services enable medical professionals to securely connect with patients remotely through phone calls, SMS, and video.
- FluentStream also offers an online faxing tool that allows healthcare providers to receive medical records, insurance notes, and billing information quickly and easily.
- Calls can be routed from office phones to personal cell phones for added convenience and flexibility.
FluentStream’s comprehensive suite of communication tools makes it an ideal solution for small or specialized healthcare providers looking to improve their patient communication.
CloudTalk is a call center software solution that is well-suited for the healthcare industry.
It offers a range of features that are designed to meet the specific needs of healthcare providers.
- A key benefit of CloudTalk for healthcare providers is its HIPAA compliance, which guarantees patient confidentiality. This is especially important in the healthcare industry, where strict regulations govern the handling of sensitive medical data.
- With CloudTalk, healthcare providers can communicate with patients through phone, email, and text, providing omnichannel communication capabilities. Patients can reach the call center using their preferred method of communication, improving convenience and accessibility.
- CloudTalk’s call routing features enable healthcare providers to route calls to the most appropriate agent based on their skills and expertise. This helps ensure that patients are connected with the best-suited specialist to address their needs.
This software can integrate with EHR systems, giving healthcare providers a comprehensive view of a patient’s medical history and other important information. This can help improve the quality and efficiency of care by providing a more holistic view of a patient’s health.
Read Also: Call Center Software for Healthcare Industry – Keeping in Step with Changing Times
Bright Pattern‘s call center software solution utilizes artificial intelligence (AI) to optimize call routing, task automation, and quality assurance.
- It enables patients to connect with the right agent through SMS, voice, and video, and its AI-generated reports and workflows can automate appointment scheduling and billing, freeing up time for healthcare providers to focus on patient care.
- Bright Pattern’s solution is HIPAA-compliant and features role-based security configurations to ensure the safe storage, transmission, and processing of patient data.
- Its quality assurance tools provide data for creating and implementing best practices in the call center.
LiveAgent is a call center software solution that offers a range of features designed to improve the efficiency and effectiveness of customer support.
- Its omnichannel communication capabilities allow customers to reach out to the call center through their preferred method of communication, including phone, email, and chat.
- LiveAgent’s advanced routing features enable calls to be directed to the most appropriate agent based on their skills and availability, helping to ensure that customers are connected with the best-suited specialist to address their needs.
- This software also offers a range of automation features that can help to streamline tasks such as appointment scheduling and billing. Its integration with customer relationship management (CRM) systems allows for the seamless exchange of customer data between different departments, improving the quality and efficiency of care.
LiveAgent is a powerful and feature-rich call center software solution that is well-suited for businesses of all sizes. Its combination of omnichannel communication, advanced routing, automation, and CRM integration make it an excellent choice for companies looking to improve the efficiency and effectiveness of their customer support.
Knowlarity is a cloud-based communication platform that provides simplified engagement services to patients through various channels such as voice, message, and video calls.
- The platform aims to reduce customer wait times and offer personalized, secure interactions.
- It can integrate with leading customer relationship management (CRM) systems and offers enterprise-grade security for businesses. It is also scalable, allowing businesses to easily expand their operations, and can be customized to fit specific needs with quick deployment on the cloud.
- Knowlarity also offers 24/7 support to ensure businesses have the assistance they need at all times.
Exotel is a call center software that offers a range of features for healthcare organizations.
- Its telemedicine feature allows doctors and patients to connect in real-time using Exotel’s Smart IVR solution. Calls can be tracked and analyzed for better operation, and patient follow-ups and payments can be set up.
- Exotel also offers an automated reminders and feedback system to reduce patient no-shows and collect feedback from patients after every visit.
- Patient records can be updated by integrating Exotel with a HIMS system.
- Exotel’s customer support system allows for the creation of a single number for all customer queries with automated IVR guidance and smart routing to transfer calls to the appropriate agents or departments.
- Automated reminder calls can be set up for appointment times and report collection.
- Exotel’s call routing system also protects customer privacy by connecting personnel with customers without revealing phone numbers.
Five9‘s healthcare call center software allows healthcare providers to engage with patients on a more personal level using various communication channels such as voice, video, SMS, chat, messaging apps, and email.
- Its cloud-based solution allows agents to connect with patients from the office or remotely in a HIPAA-compliant manner.
- Its AI-powered routing ensures that patients are connected with the right agent based on their needs.
- Its virtual assistant tool allows patients to find answers to questions on their own or connect with an agent for assistance.
- When agents and self-service tools don’t have the answers to a patient’s questions, Five9’s Unified Communications tool can be used to connect patients to experts within the organization by transferring the call or scheduling a chat.
Revolutionize Your Healthcare Services with the Perfect Call Center Software
Investing in healthcare call center software is a smart decision that can pay off in the long run by improving patient satisfaction and increasing efficiency. By automating routine tasks such as appointment scheduling and billing, healthcare providers can free up time to focus on providing high-quality care to patients. Call center software can help healthcare providers connect with patients more efficiently and effectively.
If you’re a healthcare provider needing a reliable and feature-rich call center solution, consider HoduCC. With its multi-tenant support, omnichannel communication, skill-based routing, and predictive dialer, HoduCC is a top choice for healthcare organizations looking to improve their call center operations. Connect with the HoduSoft team today and see the difference it can make for your business.
