Microsoft The role Omnichannel and AI play in modernizing the Patient Experience
Abstract: In today's competitive healthcare landscape, where the boundaries between providers, payors, and retail are increasingly blurred, technology plays a critical role in meeting rising customer expectations. This roundtable will delve into how technology acts as a catalyst for innovation and efficiency within the provider-customer experience. Participants will explore key areas of focus, such as the integration of AI and ML algorithms to automate tasks, optimize resource allocation, and streamline workflows. The discussion will also highlight how seamless, personalized interactions across multiple channels can improve patient satisfaction and loyalty, and how technology can enhance agent workflows and performance. Healthcare executives will gain a comprehensive understanding of how technology addresses industry challenges and facilitates desired business outcomes, fostering a more efficient, secure, and patient-centric healthcare ecosystem.
Discussion Points:
- Optimizing Operational Efficiency: Integrating AI and ML algorithms to automate administrative tasks, optimize resource allocation, and streamline operational workflows for greater cost-effectiveness and productivity.
- Patient/Customer Experience: Improving customer satisfaction and loyalty by providing seamless, consistent, and personalized interactions across multiple channels and touchpoints, and enabling self-service options through conversational AI.
- Agent Experience: Leveraging technology to streamline agent workflows, reduce manual tasks, and provide a single view of the customer across multiple systems and channels to improve agent onboarding, satisfaction, retention, performance, and the quality of customer service.
- Technology Integration: Evaluating the limitations of relying exclusively on a hospital's EHR system for all clinical interactions and comparing it with more comprehensive systems used by retail-oriented competitors.
- Transition Management: Strategies for managing the transition to a more technology-driven healthcare ecosystem, ensuring patient-centric integration without compromising the quality of interactions and care.