This episode of the MGMA Business Solutions podcast features John Poli, Industry Principal for Healthcare at RingCentral. With over 20 years of experience in healthcare leadership, Poli has been at the forefront of leveraging innovative technology to drive digital transformation and business strategy. Chatting with host Daniel Williams, Poli discusses how AI is revolutionizing healthcare communications. He goes on to share innovative applications of AI to assist live agents in call centers while providing a roadmap to utilizing AI's full potential in healthcare communication strategies. Additional insights on AI healthcare applications can be found in the on-demand webinar, check out our webinar on using AI in healthcare contact centers, where Poli speaks on this topic.
Who is this article for: Healthcare leaders, IT professionals and administrators who are are interested in how AI can transform patient interactions, data management and operational efficiency.
Key takeaway: Integrating AI into healthcare communications can enhance patient experiences and optimize contact center operations.
5-Min Read
The Role of AI in Healthcare Contact Centers
- Enhancing Patient Interactions: AI has the potential to transform patient interactions by providing real-time support and information. As Poli noted, “AI can manage calls, provide real-time sentiment analysis, and offer next-step recommendations, making interactions more efficient and effective.” This ensures that patients receive timely and accurate information, improving their overall experience.
- Streamlining Operations: AI tools can help healthcare organizations optimize their operations by automating routine tasks. For example, conversational AI can handle simple queries, freeing up human agents to focus on more complex issues. Poli explained, “Digital experiences through chatbots or conversational AI can handle many simple questions, allowing live agents to manage more complex patient needs.”
- Improving Data Management: AI aids in capturing and analyzing data from patient interactions, providing valuable insights for continuous improvement. “The ability to capture key information from interactions that were traditionally only kept in someone's memory is a game-changer,” Poli emphasized. This data can be used for trend analysis, knowledge management, and enhancing patient care.
Addressing Challenges and Ensuring Security
While AI presents many opportunities, it also comes with challenges, particularly around data security. Poli assured that RingCentral’s solutions are designed with security in mind. “All our tools are HIPAA compliant and meet high trust standards, ensuring patient data is protected,” he said. This commitment to security helps mitigate risks and builds trust with patients.
Integrating AI into Your Healthcare Practice
- Start Small with AI Implementations: Begin by integrating AI into manageable areas such as appointment scheduling or simple patient queries. This allows your team to become comfortable with the technology before scaling up.
- Train Your Staff: Ensure that your staff is well-trained on using AI tools. This includes understanding how to interact with AI systems and how to leverage the data and insights generated.
- Monitor and Adjust: Regularly monitor the performance of AI tools and make adjustments as needed. Collect feedback from both patients and staff to continuously improve the system.
Implementing AI in Your Contact Center
- Assess Your Current Systems: Evaluate your existing communication systems and identify areas where AI can be integrated.
- Partner with Experts: Work with experienced vendors like RingCentral to implement AI solutions tailored to your needs.
- Pilot AI Projects: Start with pilot projects to test AI tools and gather data on their effectiveness.
- Scale Up: Once pilot projects are successful, scale up AI implementations across your organization.
Embracing the Future of Healthcare Communication
AI is poised to play a significant role in the future of healthcare communication. By enhancing patient interactions, streamlining operations, and improving data management, AI can help healthcare organizations provide better care and operate more efficiently. As Poli says, "Good AI companies are good data management companies, and so good AI users are going to be good data managers too."
Would you like to learn more?
To dive deeper into this topic, check out our webinar on using AI in healthcare contact centers, where you can hear from John Poli and also gain continuing education credits!
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