RWJBarnabas Health, University of Michigan Health-West and others average 47% cost savings at 40% call containment and 30% patient self-service rates
BURLINGTON, Mass., August 31, 2022 /PRNewswire/ — Nuance Communications, Inc. today announced that numerous leading healthcare systems across the country are using Nuance Patient Engagement Solutions to transform experiences throughout the patient journey. A single, cloud-based, omnichannel communications platform enables organizations to engage with patients across voice and digital channels with Nuance’s market-leading Intelligent Engagement technology.
Experience the full interactive multichannel press release here: https://www.multivu.com/players/English/9011751-healthcare-organizations-choose-nuance-patient-engagement-solutions/
Consumers are demanding better, more convenient experiences across every major industry—including healthcare. A recent study found that 79% of consumers want the ability to use technology to manage their healthcare. Other results from the same survey suggest that the patient experience needs to be greatly improved. 61% of respondents said they wish their interactions with healthcare providers were more like using an online convenience service app like Uber or Instacart.
Nuance is driving the digital patient experience revolution by offering healthcare organizations the same AI trusted by 85% of Fortune 100 companies. Nuance’s platform integrates with existing enterprise infrastructure and extends the capabilities of electronic health records (EHR), customer relationship management (CRM) systems and call center infrastructure platforms. It accelerates the continuous modernization of the “digital front door” of healthcare organizations by providing access to real-time data that enables productive and personalized experiences. At the same time, it expands communication and interaction options beyond the patient portal and accommodates patients who prefer to use the phone to connect with their providers.
Using market-leading Natural Language Understanding (NLU), Nuance Conversational IVR and intelligent virtual assistants automate call suppression by directing patient inquiries about routine matters such as appointments, online account access or telemedicine setup to self-service options. This reduces overall call center volume and frees up live agents to provide faster, more personalized and more effective service when patients need additional assistance. Within the first 90 days of deploying the Nuance platform, organizations achieve an average 40% call containment rate and a 30% patient self-service rate, with an average 47% reduction in call support costs.
“More patient involvement in their care — and their providers — can really lead to better healthcare outcomes,” he said Josh WildaChief Digital and Information Officer, University of Michigan health-west. “By combining its deep vertical experience in healthcare with its long history of delivering exceptional experiences in other industries, Nuance has created a solution that not only improves the overall patient experience and delivers better clinical outcomes, but also improves the financial performance of healthcare organizations.”
“Patients want the convenience they have in other areas of their lives – such as online banking or shopping – when making appointments or receiving care reminders,” he said Peter Durlach, EVP, Chief Strategy Officer, Nuance. “With decades of experience creating meaningful customer experiences with the world’s most trusted and recognized brands, Nuance partners with the country’s most forward-thinking healthcare institutions to bring patients the digital convenience they need and want to make the pursuit of good health as seamless as as possible while drastically reducing labor costs at a time when every healthcare system is financially stressed.”
RWJBarnabas Health and University of Michigan Health-West joins other leading healthcare organizations in using Nuance to solve pressing patient engagement problems, increase efficiency and enable a superior patient experience.
Nuance patient engagement solutions also enable healthcare organizations to extend and enhance omnichannel engagement through integration with the Microsoft Digital Contact Center platform, an open, extensible, and collaborative solution that enables seamless omnichannel interactions and advanced reporting and analytics offers.
Click here for more information on Nuance patient engagement solutions.
About Nuance Communications, Inc.
Nuance Communications is a technology pioneer with market leadership in Conversational AI and Ambient Intelligence. As a full-service partner trusted by 77 percent of US hospitals and 85 percent of Fortune 100 companies worldwide, Nuance creates intuitive solutions that expand people’s ability to help others. Nuance is a Microsoft company.
Trademark Notice: Nuance and the Nuance logo are registered trademarks or trademarks of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other trademarks mentioned herein are the property of their respective owners.
Nuance Communications, Inc.
SOURCE Nuance Communications