Not only is the healthcare industry competitive, but it’s also a juggling act. Healthcare marketers need to worry about compliance, budgets, patient experience, and addressing patient input. No other industry faces quite the same level of legal and regulatory scrutiny. Yet, new AI-powered technologies allow healthcare providers and organizations to see better results with less effort even with all of that juggling, but only if you use them to solve your biggest challenges.
At CallRail, we understand the challenges healthcare providers face. Phone calls are crucial to patient relationships because the phone is often the first and primary contact method. The patient experience is important for converting new patients, retaining them, and receiving referrals, yet it’s hard to know how all calls are being handled.
Manually reviewing calls is tedious and takes time away from patient care and management. Fortunately, AI can listen to calls and let you know what patients say and how calls are handled. Many call tracking and marketing solutions now include some form of AI, but CallRail’s AI-powered Premium Conversation Intelligence™ provides robust features that both stand alone and integrate with your other solutions. Not only that, but the whole package supports the unique compliance needs arising from the healthcare industry’s laws and regulations.
CallRail’s AI has been proven to deliver value and solve problems for healthcare providers and professionals. Here’s how CallRail’s AI-powered Premium Conversation Intelligence will help you better serve patients, improve marketing efforts, and support business initiatives.
How CallRail’s AI helps healthcare organizations
- Increases conversion rates
- Streamlines workflows
- Improves productivity
- Provides clearer insights
- Enhances patient experience
Increases conversion rates
CallRail’s Premium Conversation Intelligence helps you overcome conversion barriers by refining conversations with patients. It efficiently reviews patient conversations and feedback while supporting HIPAA compliance. Listening to call recordings is extremely time-consuming and may mean you’re not getting a good representation of patient experiences. Our AI features help you convert leads more effectively by:
- Improving lead qualification
Healthcare providers plan to use AI to solve several of their top challenges, with 68% saying they want to solve lead generation and qualification challenges in 2024. The automation rules feature of Premium Conversation Intelligence saves you time by letting you automate the complete lead qualification process. This allows you to close leads faster and spend more time engaging with patients. You can use our healthcare template to automatically tag calls and form submissions based on industry terms. You can also customize templates to align with how you engage with patients.
- Providing conversation feedback
You may lose out on qualified leads when calls aren't handled properly. CallRail call recording lets you easily review call quality, while our experimental CallRail Labs provides AI-powered call coaching to help agents have more focused conversations with patients.
- Summarizing details about lead quality
Our call summary and sentiment reports help you prioritize leads and provide more personalized patient interactions. Our healthcare tracking plans support HIPAA compliance and redact protected health information (PHI) from transcripts and summaries.
Streamlines workflows
Manage patient interactions more efficiently with AI. Worry less about taking notes, making plans, or understanding callers. CallRail’s Premium Conversation Intelligence with AI takes care of:
- Taking detailed notes
AI-powered transcripts and call summaries mean you don’t have to take notes during a call. You can also easily review previous conversations before following up with a patient. Multi-language transcriptions help you serve a wider range of patients by transcribing calls into seven different languages.
- Planning next steps
Save time by allowing AI to create your action plan and identify scheduled appointments following a call. Automated action plans and appointments scheduled are experimental alpha features in our CallRail Labs program designed to optimize AI offerings.
Improves productivity
CallRail already helps healthcare organizations do more in less time. In fact, Conversation Intelligence® reduces time spent reviewing calls and qualifying leads by more than 50%. Now, our new AI features are doing even more. Here are some ways AI helps healthcare professionals get more done by taking over repetitive or time-consuming tasks:
- Automating timely responses
Automated follow-up emails to inquiries help convert new patients and retain existing ones. This alpha feature in the testing phase allows AI to write a follow-up text or email after a call. For instance, if a patient is undecided about scheduling an appointment, CallRail can automatically create a message that will offer a method to set one up.
- Providing relevant insights
Call Tracking gives you information about what is driving patients to call, where they are calling from, and which marketing efforts drive the most ROI. Call transcripts, recordings, and summaries provide insights into call conversations. Premium Conversation Intelligence offers self-reported attribution, providing insights into where customers come from and complementing the information you’re already getting from Call Tracking. With it, patients can let you know where they heard about your practice. For example, the immediate source of a call may be a Google Ad, but the patient may report that they were originally referred by a friend.
Call tracking and protected health information
The healthcare industry is one of the strictest when it comes to laws and regulations to protect patient data and privacy.
The Department of Health and Human Services Office for Civil Rights (OCR) says 55% of the fines for HIPAA violations in 2022 were imposed against small healthcare practices. Medical and healthcare organizations of any size must make sure they choose proven solutions that support HIPAA compliance. Yet the rules and sensitive nature of patient information can make finding the right tracking and marketing tools difficult.
This is why CallRail has created a plan solution specifically for healthcare providers. We sign a Business Associate Agreement (BAA) with customers who are covered entities and maintain essential security and privacy safeguards to assist those customers with their compliance.
Enhance patient experience
CallRail helps you create better patient experiences by allowing you to be more responsive and focused on patient needs.
- Automating responses
With automated responses, you can spend less time on administrative tasks and more time serving your patients. CallRail’s automated response feature sends text messages when you can’t answer.
- Responding more quickly and accurately
Call Tracking with Premium Conversation Intelligence allows you to respond to patients more quickly and keep track of their information for personalized interactions. Call summaries allow your team to catch up on or refresh their memories about previous conversations before an upcoming call. Keyword spotting helps you find the right keywords and highlights them so you can quickly identify leads and what they’re interested in. You save money by focusing on the most important key terms to drive leads and create a better patient experience by responding to them with relevant solutions.
Lauren Anderson, Sr. Digital Content Strategist & Copywriter at Baptist Health, explains, “Being able to quickly skim through or set up analytics or automation to see what keywords are coming up has been a huge time save.”
Hear what your patients are really saying
CallRail’s Premium Conversation Intelligence with AI can help you alleviate the most common marketing pains experienced by healthcare providers and organizations.
