Healthcare Communication Center (HCC)

Overview

As the demand for virtual healthcare options continues to grow, physicians and their institution administrators need to seek more efficient and effective ways of staying in touch with patients and insurance companies. Recent market analysis shows that a majority of patients would opt to communicate with their physicians using their smartphones if provided the option.

In a study performed by Black Book Market Research in 2018:

85% percent of hospitals and 83% of physician practices are using secure communication platforms between care teams, patients, and families
96% of hospitals are budgeting or are investing in comprehensive clinical communication platforms
79% of respondents said secure messaging among healthcare teams was a major factor in their mobile technology selection
More than two-thirds (69%) of respondents stated integration with other systems was important for communication technologies, with 62 percent prioritizing ease of use for end users

The HCC solution enables patients or other external users such as insurance companies and pharmacies to communicate with providers using only SMS with no additional apps required. On the provider side, employees communicate with external users using their computer’s browser or secure Appian mobile app and there is no need to use personal cell phones.

Key Features & Functionality

Real-time Messaging
- In today’s competitive market, providing a quality customer experience is more critical than ever. HCC provides a HIPAA compliant environment where patients and insurance company representatives can communicate in real-time with medical practices to solve problems, answer questions, and more.
Instant, Programmable Responses
- Don’t keep your patients or insurance partners waiting for a response. As the first point of contact in the communication pipeline, the customizable chat bot responds promptly to all inquiries.
Standardized Responses
- Predetermine chat agent responses to ensure quality control and efficiency. The response library provides preset text for agents to choose from and is fully customizable to fit your practice’s needs.
Options for Contact Authentication
- Smart Contact Association assists agents in contact authentication and can expedite the process of looking up patient info.
Customizable Branding
- Tailor the look and feel of the app to represent your practice.
Security You Can Rely On
- Past patient-practice communication options have been limited and don’t always pass security requirements for HIPAA or your institution. Designed to pass all HIPAA requirements to protect data, you can trust that all practice and patient data is secure.

Benefits & Business Impact

HCC enables patients or other external users such as insurance companies and pharmacies to communicate with providers using only SMS with no additional apps required. On the provider side, employees communicate with external users using their computer’s browser or secure Appian mobile app and there is no need to use personal cell phones.