Deliver better patient experiences with AI‑powered, omni‑channel technology
Nuance patient engagement solutions combine decades of healthcare expertise with award‑winning intelligent engagement technology trusted by 1,500 leading brands. A single solution based on proven AI powers the modern Digital Front Door, bringing world class consumer engagement to healthcare and advancing the quality of service organizations deliver across the patient journey.
Meet the demand for digital convenience
A single, intelligent omni-channel solution powers contextually relevant and natural interactions across voice and digital channels to boost patient satisfaction, foster better engagement, and achieve better outcomes.
A single conversational AI solution
Solve pressing patient engagement issues across the patient journey with pre‑built or custom applications that deliver consistent and contextually relevant experiences across channels.
Deliver advanced voice and digital patient experiences using the same market‑leading technology trusted by 85% of Fortune 100 companies best known for a great consumer experience.
Enable natural interactions with the same conversational AI that powers virtual assistant capabilities within Epic, Cerner, and MEDITECH.
Drive intelligent automation by connecting to organization EHR, CRM, patient access center, revenue cycle systems, and telephony infrastructure.
Maximize efficiency and achieve superior outcomes with automated delivery of information and transfer to live agents. Nuance Service Desk for Patient Portal boasts a 100% client renewal rate.
AI at the Digital Front Door
Nuance Patient Engagement Solutions use the same award-winning platform that powers over 31 billion intelligent customer interactions annually for leading brands around the world. By applying intelligent technology to use cases across the patient journey, organizations can deliver digital convenience that promotes better patient engagement and greater satisfaction.
See how Nuance virtual assistants and chatbots provide conversational experiences that offer self-service and live assistance on the channels patients prefer.
See how Nuance Gatekeeper replaces slow, vulnerable authentication factors and reactionary fraud prevention strategies with seamless, secure biometric authentication and intelligent, proactive fraud detection.
See how Nuance Interactive Voice Response (IVR) understands caller intent and can use voice-to-message capabilities to provide immediate, personalized assistance and reduce call wait times.
See how Nuance Insights provides a full view into omnichannel performance to inform ongoing optimization, deliver consistent consumer experiences, and improve ROI across channels.
Reduction in Agent Handle Time (AHT)
First Contact Resolution (FCR)
Increase Customer Satisfaction (CSAT)
Benefits
Boost satisfaction to advance patient engagement, retention, and outcomes
Protect valuable live agent time with call deflection and automated patient communication for common support issues. Interactive Voice Response (IVR) and virtual assistant capabilities provide support through a natural, conversational dialog.
A well‑used patient portal and busy physicians maximize technology use and patient capacity. Boost patient portal use by easing access and automating self‑service. Limit revenue loss from no‑shows and improve communication with appointment reminders that enable convenient appointment management.
Build analogous patient experiences with intelligent, valuable responses for successful interactions—no matter how patients get in touch. Convenient tech‑enabled solutions enhance patient interactions, improving patient satisfaction, retention, and outcomes.
Enhance the power of your EHR
Explore how to complement the EHR and automate intelligent conversational AI patient experiences with Nuance Patient Engagement Solutions.
World‑class consumer engagement technology solves pressing issues in patient engagement
attributed to missed healthcare appointments in the U.S. every year
of support tickets involve password resets, account unlocks, account activations, pre‑visit preparation, and post‑visit follow up
of patients under 40 look for providers who use advanced patient engagement technology
Features
Everything you need for engaging patient experiences
Personalized, automated outreach provides patients with relevant information over their preferred method of contact. Re‑use constructed conversational experiences within and across channels—eliminating redundant work.
Bilingual interactive assistance is always available, seamlessly addressing fluctuating call volumes and limiting call wait times and live agent use. Automated call deflection and triage provide self‑service options and quick answers to patient questions.
Market‑leading conversational IVR technology uses natural language to accept, understand and effectively resolve requests. As a result, patients speak freely in their own words and quickly complete tasks.
Real‑time analytics allows organizations to monitor, assess, and react to service performance metrics and identify improvement opportunities.
Solutions
Elevate your approach to patient engagement
Proactive and responsive communications instill trust and strengthen the relationship between patients and their care team, resulting in better patient adherence, retention and outcomes. Achieve operational efficiencies and help patients manage their care on their terms with an expanding portfolio of existing applications—or custom‑build your own.
Greet patients with “How can I help you today?” and let them use natural language on voice and digital channels to verbalize their needs—faster and easier than choosing from a laundry list of recited options. Patients are accurately routed to live agents, to helpful self‑service options for quick task completion, or per existing protocols. Unparalleled Nuance IVR technology accepts the patient reply, understands intent, and resolves the request. Shorter call times and wait times please patients while self‑service options achieve call containment for reduced staff workload.
On average, 13% of patients are appointment no‑shows. Patients who come to their appointments without the necessary preparations—fasting, completed lab tests, etc.—further impact patient care and organization revenue. Automate voice and SMS appointment reminders or field inbound voice appointment inquiries and offer real‑time rescheduling capabilities on the channel of contact. Enable native messaging from any application and manage proactive outreach to improve appointment adherence, promote wellness, impact revenue, and boost satisfaction.
Provide interactive bilingual 24/7/365 assistance powered by industry‑leading natural language understanding. IVR and virtual assistant capabilities help patients self‑serve account access and activation issues or receive automated answers to frequently asked questions over voice or online chat. Similarly, patients seeking assistance preparing for their virtual visit receive instructions and help with testing and troubleshooting, with the option to transfer to a live agent. Organizations conduct proactive outreach and share useful information that lead to greater patient portal access and telehealth success.
With Nuance Mix tooling platform, organizations can harness the power of best‑in‑class conversational AI services and APIs to design a natural, conversational patient engagement experience. Use IVR and Natural Language Understanding (NLU), Text to Speech (TTS), and Speech to Text (STT) to power interactive dialogs and virtual assistants on voice and digital channels. Once an application exists, quick adjustments allow deployment in multiple languages across multiple channels. Patients experience consistent, intuitive conversational
A successful patient engagement strategy helps providers extend their standard of patient care beyond the brick and mortar to voice and digital interactions.
Justin Jacobson
Vice President and General Manager, Patient Engagement Solutions
Read Justin's take on better patient engagement(Open a new window)
Resources
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What is patient engagement to a Patient Access Center Manager? A CEO’s primer(Open a new window)
Get to know the pressures faced by Patient Access Center Managers and their staff and learn how the right patient engagement solutions can help them give every patient simple access to care and service. -
What is patient engagement for a Chief Medical Information Officer? A guide for CEOs(Open a new window)
Explore the challenges and goals of CMIOs and some of the ways that AI‑powered patient engagement solutions—including automated outreach—can help them reduce physician burnout and empower patients. -
What is patient engagement for a VP of Patient Experience? A guide for CEOs(Open a new window)
Get a patient’s‑eye view of the engagement experience, and a look at the growing demand for simple, convenient interactions on every channel—and what these new expectations mean for the VP of Patient Experience.