SOLUTION OVERVIEW

Patient
Engagement
in the 21st
century is
digital first.

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Health Desk is a next generation Healthcare CRM built to automate patient access and service across channels.
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It contains extensive
and safe automation
specifically for healthcare.
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WHAT’S THE REALITY

 

Patients

I have to repeat myself every time. I have to make too many calls, and there’s too much phone tag.

Quality
Assurance

Can’t measure and improve customer service metrics

Providers


I get called for issues
I shouldn’t be, and scheduling errors are frustrating

Marketing

 

Patient engagement is too low and under 20% of patients use the portal

Operations

 

Patient requests, on any channel take too long to resolve, but we can’t tell why

Finance

 

Struggle keeping schedules full and costs down.

Contact
Center Staff

 

We have application overload – too many tools






Medical
Director

 

Can’t afford to risk lives with expanded online access



Training Staff

Training takes too long with knowledge overload and complicated documentation

 
We believe the key to a
exceptional patient
experience is a beautiful
staff experience


 

 

BENEFITS OF A HEALTHCARE CRM

We’ve built Health Desk to remove complexity for your staff and
eliminate errors. Standardize operations while supporting individual
provider requirements. Guided workflows increase quality, decrease
costs, and manage your key performance indicators.

Streamline ALL
of your processes

A beautiful wizard guides users and patients step-by-step through your optimal workflows, guided by expert systems.

 

 

Read how United
Urology reduced
handle-time &
wrap-up time

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Better patient
experience

Patient trust starts with a digital front door that lets patients complete their requests in real-time. Anytime.

 

 

 

Read how VWC grew patient
self-service and reduced
cost of operations.

 

 

 

Better team
experience

Patients are overwhelmed when your staff is overwhelmed. Consolidate and standardize your workflows into a single tool. Improve employee morale and confidence.

 

 

See how Advocate Medical
Center replaced 7 applications
with Health Desk, and reduced
handle time by over 30%

 

 

 


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Healthcare
  CRM
  Functionality

 

Many of the above benefits come with additional products and modules. The Core functionality on its own provides all the benefits you would come to expect in an advanced Healthcare CRM system.

 

 

 

 

 

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Agent & Nurse collaborate in a single workflow tool


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Agent workspace provides complete patient context,

service guidance, and task automation

 


Use a template or create

a custom layout

 

 


Specify your workflow
and automate decisions

 

 


Without having to switch
screens or make patients
repeat information

 

 



This same logic lets patients answer any
questions they have themselves, while they’re
still connected to the nurse and agent.

 

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Knowledge Management

Auto-display on context, search when needed, send to patients

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Decision support

Scheduling, Symptom Screening, Nurse Triage

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Omnichannel access
Phone, web, mobile, chat

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Self-service workspace

Patient workspace, provider workspace, automate decisions, provisioning, and communication

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Reporting
Report on all actions taken,
all communications made, performance reports, syndromic surveillance, scheduling stats

 

 

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Process Queues

Customize queues,
custom automation

 


It all comes together for an incredibly robust Healthcare CRM to guide your digital transformation:

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Elevate staff & patient
experience with
workflow solutions

Behind every smooth healthcare experience is a robust workflow.

We have the experience of standardizing workflows while supporting the
diversity needed across providers, specialities, and visit reasons. 

 

Remove friction in 5 steps:

Artboard 19@3xConsolidate: bring disparate processes together into a one-page flow

Artboard 11@3x-1Standardize: remove bottlenecks with data & systems integration

Artboard 21@3xAutomate: accelerate through automated decisions, actions, communication, and documentation

 

Artboard 13@3x-1Access: open the workflow to patients


Artboard 23@3xOptimize: monitor end-to-end performance and adapt to new use cases

 



 
 
 
Patient Experience
in a Digital Age

 

The future of patient experience.

 

 

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Ultimate Guide
to Telehealth

See more

 

 

 

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Telehealth
Maturity Model

See more

 

 

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5 Steps to Telehealth
Digital Transformation

See more

Automate more
for your employees

Choose solutions that meet your needs. Learn more about advanced products here.

 

 

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Encounter vs interaction

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Agent workspace

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Queues

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Queues whitepaper

5

 Reporting

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Reporting Whitepaper

7

Customer

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Success Metrics