It’s no secret that the amount of knowledge patient access representatives need to be aware of can be daunting. But given compliance necessities in the healthcare field it can be even tougher to manage not only information but processes as well.
Here are 3 reasons why a knowledge management software can be a game-changer when it comes to patient access:
- Regulation compliance
In healthcare, there are privacy regulations like HIPAA that all facilities must adhere to. A knowledge management system will ensure your organization stays compliant by providing knowledge and process guidance – maybe even in 3 clicks or less.
This helps patient access teams adhere to regulations, avoid costly breaches, and maintain a great patient experience. With Panviva you can provide instant notifications to users that highlight the most important changes to ensure everyone is up-to-date with new regulations.
- Enhanced patient experiences
With the technological advances and instant gratification that consumers get with things like same-day delivery with Amazon or instant answers from Google, patients are translating that expectation back to their providers. Not only do patients expect to get instant answers to their questions but they don’t want to repeat themselves as they switch channels or agents along their journey.
Providing agents with the knowledge they need when they need it is essential to patient satisfaction and a knowledge management software will also enable a seamless omnichannel experience.
- Increased agent productivity & reduced times to competency
By efficiently capturing, organizing, and disseminating critical information, such as insurance verification processes, scheduling procedures, and patient communication protocols, agents can quickly access the resources they need to perform their tasks effectively. This not only streamlines their workflow but also minimizes errors and ensures a consistent and accurate patient experience. Moreover, the availability of comprehensive knowledge repositories and training materials accelerates the onboarding process for new agents, allowing them to become proficient more rapidly. In essence, the right knowledge management system empowers patient access agents with the tools they require, ultimately resulting in increased productivity and reduced times to competency, all while maintaining high-quality patient care.
By incorporating knowledge management into healthcare contact centers, not only can you improve efficiency and avoid compliance risks but you can also contribute to better patient experiences which can lead to better patient outcomes and satisfaction.
Checkout how Upland Panviva partnered with another healthcare organization to improve the patient and agent experiences.