Returning to Care Post-Covid and What to Expect
October 23, 2021
In this webinar, Rebecca Clyde, CEO and Co-founder of Botco.ai joins Chris Pace, the Chief Digital Marketing Officer at Banner Health to discuss the unique challenges and opportunities the COVID-19 pandemic created and continues to generate for healthcare providers. The webinar’s focus was slated to cover the transition back to care, but the Delta variant changed the tone and tenor of the discussion. The result is a provocative and productive dialogue connecting the dots to help you build better customer communication in these unpredictable times.
- The unlimited upside of adopting a digital front door to enhance the patient journey
- How Banner integrates Natural Language Processing (NLP) to improve customer engagement and cross-channel communication
- To fuel growth online by leaning into a robust synchronized communication strategy and leveraging a “trusted friend” corporate voice
- Ways to make the website experience frictionless and simple so patients/customers get their needs met quickly
Healthcare organizations faced unprecedented challenges over the past 18 months; they were pushed to create online communication with patients who could not come into an office or hospital setting during a global pandemic. How you provide a customer-centered user experience for patients coming to your website while capturing their business has never been a more critical proposition. Rebecca and Chris walk attendees through a few different scenarios that lend themselves to a fresh approach in patient care, making the case for technology as a central, integral part of your COVID and post-COVID patient communication strategy.
Pre-pandemic, roughly 20% of consumers were interested in telehealth. In our current healthcare landscape somewhere on the order of 60% of consumers have used telehealth to make their lives easier. Telehealth appointments are just one touchpoint that patients now expect to have at their fingertips. How to navigate telehealth and collect patient data is just one topic covered.
During this engaging and wide-ranging discussion, Rebecca and Chris answer a variety of attendee questions to help healthcare professionals develop comprehensive patient care models that benefit the customer as well as the physician.
They’ll touch on how natural language processing can help physicians cut down on administrative tasks and potentially even lead to less burnout. In addition, innovation can create entirely new revenue strains.
Rebecca explains how the Botco.ai chat product has “seen providers open up entire new lines of service because they saw that there were inquiries about those types of services…or those needs and they said hey, we’re missing out on revenue because we’re not providing this line of service. And so they are incorporating it into their whole strategic planning process as well.”
A more tactical approach to the patient intake process can reduce friction with online forms that are HIPAA-compliant and completely secure. Medical record security is also discussed as an obstacle that sits between the patient and physician. If we can see less government regulation, it stands to reason that increasingly expensive healthcare costs may someday soon be a thing of the past.
Finally, Rebecca and Chris discuss how access to answers for patients can and should be easier to find. With an AI solution, you get a more custom tool that has had a lot of the design work finished by the time you begin to use it.
As Chris says, “Having an algorithm already placed where you don’t have to do that part; you don’t have to be a query designer and a coder…you can just focus on the things you’re great at which are solving problems and improving customer experience.”
After all, in 2021 patients are savvy, with on-demand needs. How you provide a customer-centered user experience for patients coming to your website can determine whether they will give you their business. This webinar sorts through the various challenges and opportunities healthcare organizations are dealing with, and offers real-world solutions to help you modernize your patient engagement and communication strategies.