Learn about innovations that matter in 2023 with insights from contact center experts. 

Fonolo Use Case

Call-Backs for Healthcare

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  • Acquire patients. Maximize revenue.

    Keep callers on hold longer than a minute, and you'll risk losing them to a competing provider. Fonolo provides true ROI while improving your Revenue Cycle Management (RCM) system.

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  • Beat call spikes. Maintain steady service.

    The end of the year is always busiest for patient access centers as callers rush to use their yearly benefits. Scheduled call-backs can save customers and agents from long hold times and frustration.

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  • Meet urgent requests. Exceed expectations.

    Patients are not your average callers—their needs are urgent, and so is their demand for immediate service. Leaving them on hold can severely impact their experience with your business.

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  • Protect privacy. Keep data secure.

    Your callers want to know their data is safe and secure with your business. Fonolo is secure, easy to install, and works with your existing communications system.

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"We have massive volumes through the system, but our patients give positive feedback. We’ve reduced our abandon rate by 90%."

Jeremy Franklin

Acquire patients. Maximize revenue.

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Scenario

Whether you’re scheduling appointments or supporting open enrollment queries, one thing is certain: callers won’t tolerate long hold times anymore.

Problem

Keep callers on hold longer than one minute, and they will call a competing provider. This results in higher abandon rates, which ultimately impact your Revenue Cycle Management (RCM) system.

Solution

Call-backs assure patients that service is on the way while improving overall caller retention. Their peace of mind = better performance for your contact center.

Beat seasonal spikes. Maintain steady service.

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Scenario

Patient access centers often struggle to manage demand during busy times of the year. This includes open enrollment season and the end of year as patients rush to use their benefits.

Problem

Seasonal call spikes aren’t an excuse for poor service. If you leave them waiting, your callers will simply find another provider who can meet their needs.

Solution

Fonolo Voice Call-Backs steadies call volumes even during peak periods, ensuring patients receive exceptional service all year round.

Meet urgent requests. Exceed expectations.

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Scenario

Your callers’ needs are urgent, and so is their demand for immediate attention. If your queues are full, they need an alternative way to reach you.

Problem

Overflowing voicemails require manual maintenance, and are not conducive to quick service. And longer wait times are more harmful than ever to customer loyalty.

Solution

Fonolo Voice Call-Backs allow agents to receive client details and schedule a call-back in seconds.

Protect privacy. Keep data secure.

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Scenario

Patient access centers deal with sensitive information. Your patients need to know your business keeps their data safe.

Problem

Almost 75% of patients have concerns about health data privacy—they do not want to divulge information via email, voicemail, or to a chatbot.

Solution

Fonolo is trusted by healthcare institutions to protect their data. Rest easy knowing your patient access center complies with security-in-transit requirements and Service Level Agreements (SLAs).

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