Today’s patients expect a faster, more personalized healthcare experience than ever before. For healthcare organizations, these patient expectations add on to increasing pressures from new reimbursement models, narrowing operating margins from increasingly consolidated systems. Simply put, providers need to rethink the patient experience.

In a report by Deloitte, 85% of organizations view customer experience provided through the contact center as a competitive differentiator. The way patients want to communicate with their healthcare professionals is evolving. Armed with mobile devices, home monitoring devices, and wearable apps, patients are connected and vocal. For the first time, healthcare must look at patients like a consumer and deliver exceptional customer service like they receive in every other aspect of their life.  This makes the role of the contact center increasingly important as it is often times the first interaction a patient has with the health system. For existing patients, the contact center is the single touchpoint for recurring interactions such as referrals, scheduling, and insurance verification. It’s important to create a consistent and high-quality patient experience that develops long-term patient loyalty.

In this new era where healthcare professionals now share in the risk and reward of patient outcomes, it's essential to focus on building engaging experiences across any channel, anywhere. Salesforce Health Cloud gives healthcare organizations the opportunity to create integrated patient contact centers. The key word is integrated. By providing a consistent channel for communication, contact centers serve to deliver an integrated experience across the major contact points in the patient’s lifecycle, generally performed across various facilities and locations with different silos of information. This allows organizations to create a consistent patient experience, improve quality, increase revenue all while cutting costs through operational excellence at scale.

Check out this special on-demand webinar: “Salesforce Health Cloud: Personalize the Patient Contact Center Experience” to learn more about solutions for patient contact centers.