Technology is driving the healthcare industry to be more consumer-focused, as has happened in other industries. Just as it has changed consumer expectations in the way we shop, eat, travel, access entertainment and manage finances, technology is transforming how people want to connect with their healthcare companies for services. People have never been more engaged with their healthcare than today. For countries that have private healthcare options for consumers, the market landscape is very competitive, with consumers who are smarter about their healthcare needs and interested in learning what healthcare companies can do for them.
Consumers expect to interact with the same ease and convenience that they experience in many other aspects of their daily lives. They want to access information anytime in the channel of their choice, whether by phone, website, chat, email, social media, etc. Smartphones, tablets, wearable tech, apps, patient portals and artificial intelligence (AI) are just a few of the innovations in technology that have enabled “anywhere care,” putting healthcare at the fingertips of consumers and driving consumerism in the industry.
More than 60% of consumers expect to be able to change or schedule a healthcare appointment, check medical records and test results, and renew a medication online.5
Keeping pace with healthcare consumers
There’s no doubt that payers, providers and consumers are all seeking value in healthcare through increasing convenience, transparency and quality. But the reality is that the healthcare system is an intricate structure filled with siloed data, dogged by legacy technologies and regulatory challenges that drive complexities and, ultimately, costs.
Rising healthcare costs have propelled the industry forward with a shift to new payment models that have already increased the focus on care outside of traditional settings, which rely heavily on connected technologies. Using technology effectively within contact centers is table stakes when it comes to keeping pace with today’s healthcare consumers and supporting a positive service journey.
In-house healthcare contact centers are constantly challenged with scaling to meet demand for services, especially for spikes in contact volumes, for example, during Open Enrollment and Welcome Season in the U.S., when the needs of payers, administrators and pharmacy benefit managers skyrocket. Moreover, with COVID-19 transitioning from pandemic to endemic, there’s an ongoing need to provide services that help people navigate healthcare systems for information, vaccination appointments, test results and follow-up.
5 - McKinsey, “The next frontier of care delivery in healthcare,” mckinsey.com.