Proactive Engagement—Omni-channel customer engagement success stories

For this Baldrige Award‑winning provider, with more than one million clinic visits annually and nearly two million calls into their contact center, successfully interacting with patients was already a priority. The organization had previously embraced automation to help manage appointment‑related outreach, but they still felt the need to do more.

Specifically, the medical group needed a solution that would allow them to achieve better patient reach, drive increased engagement around key quality metrics and, most importantly, improve health outcomes. To achieve these goals with a solution that was both cost‑effective and scalable, the organization teamed with consumer engagement expert, Nuance Communications.

The Nuance outbound solution allows hospitals and physician groups to intelligently engage healthcare consumers through text, voice, email and smartphone push notifications. This provider deployed an orchestrated strategy of voice, text and email outreach to reduce missed appointments, increase engagement and drive patients to schedule important services and screenings like Diabetes A1C Tests, Mammograms, Colorectal Screenings and Monitoring for Patients on Persistent Medications.