Telemedicine, long a presence in healthcare, burst on the scene in a major way during the COVID-19 pandemic. Nevertheless, the industry continues to be slow in modifying its practices to meet the needs of patients.
Incorporate the following suggestions into your practice to streamline your telemedicine niche.
1. Integrate live chat.
Live chat in real-time is fast, simple, and available when patients need help.
Ideally, patients want to speak directly with their provider when concerns arise. However, this is not always possible. Instead of leaving them no alternative but to leave a voice mail message, live chat offers them some immediate assistance.
Live chat can take place either on your website or via a mobile app. Ideal for patients in remote locations, or those with busy lifestyles that keep them from making in-person appointments, live chat enables you to provide helpful advice and triage more urgent needs.
Additionally, live chat offers cost savings for budget-conscious medical practices.
2. Offer video chat.
Telemedicine can be expanded. Now available from more than just a phone call, it replicates face-to-face interactions and personalizes remote healthcare.
When customers are able to speak with their provider via video chat, the experience is more direct and personalized. Additionally, doctors can obtain visual feedback that a standard phone call would not yield, enhancing the quality of care and helping to boost compliance rates.
Video calls represent the perfect marriage between the convenience of a phone call and the increased feedback of an in-person doctor’s visit. These benefits help to explain why they have continued to be popular even as the pandemic has receded.
3. Find an omnichannel customer service solution.
An omnichannel customer service package benefits telemedicine providers by unifying their digital platforms and allowing for scalability.
Your telemedicine merchant account provider can recommend the modern multichannel customer service solution that will best meet your practice’s needs.
This suite of technology makes it possible for providers and customer care agents to immediately access a patient’s record no matter which channel they use to get in touch, i.e., SMS, live chat, email, phone call, or social media.
The personalized support that omnichannel customer service brings happens because of its cohesiveness. When all patient information is available to agents, there is no longer a need to endlessly ask for details that have already been obtained.
As a result, anxiety and frustration are reduced as trust in the practice and belief in its credibility rise.
4. Focus on security.
Concentrating on HIPAA compliance helps to build patient trust. When you protect yourself as much as possible against data breaches, your reputation can also be shielded.
Whether you want to accept payments or to interact with patients, you need to choose a HIPAA-compliant customer service provider. This software helps to ensure that patients’ electronic health records and data remain out of the hands of digital criminals.
It is important to make patients aware of the steps you and your HIPAA-compliant provider continuously take to safeguard information and financial details. This brings peace of mind that encourages trust and increases the likelihood that medical bills will be paid in a timely fashion in person or online.
Telemedicine provides an unprecedented opportunity to boost compliance and enhance the quality of care to even your most remote patients. Combine that with excellent customer service, and your medical practice can thrive.
