Deliver the seamless experience that consumers have come to expect from healthcare organizations, using Nuance omni‑channel engagement platform. All are enabled by digital, voice, outbound and biometric security product portfolios—powered by AI.
Nuance’s omni‑channel customer engagement platform unifies every channel of communication your patients or members use. Nuance solutions give them the freedom to access care or customer service in the way that fits their life without the high costs of live agents or nurse interactions.
Patients now expect healthcare organizations to work with them in the same way their banks, airlines and other business relationships do. That means efficiently communicating with consumers through a variety of channels, on their terms, whenever they want.
And with the growth of the individual health plan market and the prominence of CAHPS and other satisfaction scores patient and member experience is more important than ever. Payers, providers and pharmacies are all looking for the intelligent self‑service technologies Nuance provides to 75% of the Fortune 100 to meet these needs while keeping operational costs down.
Nationally-Recognized Healthcare Provider case study
Learn how a nationally-recognized provider leveraged outbound communication to reduced missed appointments and improved quality measure compliance.
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Nuance Omni-Channel Engagement for Plan Members data sheet
Read about how the Nuance platform can be leveraged to enhance the member journey.
Get it nowWatch David connect with his healthcare provider using an IoT device to ask questions about his prescription and talk to a nurse about changing his diet.
Watch how Blue Cross and Blue Shield of Minnesota's vision for customer care and how Nuance is playing a critical role in defining their omni‑channel strategy and helping them deploy innovative and intuitive self‑service healthcare systems.
Nuance uses a real-time EHR integration as well as mobile, outbound voice, text and email channels to confirm and reschedule appointments, create up‑to‑date wait lists for open slots, notify patients of availability, and keep patients informed of wait times. All with the goal to decrease no‑shows, improve provider utilization, reduce last‑minute cancellations and alleviate call center burden.
Whether a shopper is visiting your IVR or website for more information about benefits and provider networks, a member has questions about their ID card or claim, or a new patient is looking for an appropriate clinician and wants to immediately schedule an appointment, Nuance solutions can help. Through self‑service conversations using natural language in the IVR or virtual assistants with the capability to escalate to live chat, health consumers can get their inquiries addressed, containing calls or deflecting them from the contact center, where live agents can handle more complex issues.
The Nuance omni‑channel platform can also be used to improve adherence and help healthcare organizations succeed in the era of value‑based programs. Outbound messages can be leveraged to boost compliance with preventive screenings like mammograms or colonoscopies, or pharmacies and PBMs to boost medication compliance. Virtual assistants and live chat can help members with diabetes or CHF to maintain adherence to their treatment plans.
Reduction in missed appointment rate for a nationally‑recognized provider using outbound appointment reminders.
First contact resolution for one of the country’s largest BCBS plans using Nuance’s virtual assistant on their website.
The call containment for one of the ten largest plans in the country, thanks to Nuance’s Continuous Improvement Program
