The consumerism and complex nature of healthcare creates many challenges for healthcare providers. The right customer experience platform will have impact with patient registration accuracy, billing accuracy, compliance, insurance coding and completeness of data. At the end of the day it drives a better patient experience and increases your revenue. Envision's solutions allow you to record patient interactions for verification and coaching, all in a PCI and HIPPA compliant solution whether hosted in the cloud or on premise in your own data center.
Ensure accuracy of patient information from registration, insurance coding and verification
Record interactions, authorizations and reduce disputes
Coach and train employees to improve accuracy, boost HCAHPS scores and patient satisfaction
Increase employee engagement through coaching and feedback
Click2Coach helped increase accuracy to 90% from 70% just by recording, evaluating and coaching on patient interactions
Our solutions increase data accuracy and completeness by recording the complete interaction between patient and agent. This includes voice and screen capture so you can ensure your agents accurately code for insurance, complete registration and obtain pre-op approvals which will all reduce problems collecting revenue including denials down the line.
Having a recorded approval of authorization will expediate any claim reimbursement and limit denials. Envision helps store these approvals for quick retrieval when needed, and also gives you the tools to coach and train agents to better collect co-pays from patients and complete insurance reimbursements correctly for faster reimbursement.
As consumerization becomes more prominent in healthcare and patients have more options, providing an efficient and compassionate patient experience from registration through post-op follow up and billing will be important to ensure you build a good patient journey. Using Click2Coach you're able to record interactions including screens, evaluate and coach agents on individual interactions to improve patient wait times, system and process use as well as soft skills.
Agents want to provide a postive experience for their patient and do a good job for your organization. By providing relevant, postitive feedback on ways they can improve using Click2Coach from evaluated patient interactions and eLearning, you're empowering them to improve which will reduce frustration and errors. You invest a lot to attract, hire and train your employees. Ongoing coaching reduces turnover which reduces your costs and improves your patient journey.
“Envision Click2Coach has been a tremendous success for us. We are getting a lot of positive feedback from both the other practices we work with, as well as, from interactions with staff. Perhaps most important, we're also finding that our patients want to talk to supervisors now not to complain, but instead to tell them what a good job our contact center is doing.”
Director Partners Healthcare
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
Learn how New England Hospital underwent a transformation after deploying Envision's Click2Coach solution.
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
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