01 · Situation
The situation
Pre-service calls are where patients learn what they will owe. The health system deployed speech and text analytics to measure patient sentiment on every pre-service interaction instead of sampling a few calls a week.
Pre-service calls are where patients learn what they will owe. The health system deployed speech and text analytics to measure patient sentiment on every pre-service interaction instead of sampling a few calls a week.
The analytics showed specific points in the conversation where patients were commonly confused or frustrated. Reviewing those points showed the cause was either a gap in staff training or staff not following procedure. Where appropriate, dissatisfied patients received a call back to answer their questions.
Over two months the team revised the scripting, A/B tested three versions with live patients and then trained staff intensively on the version that performed best.
Pre-service collections increased 13.7% over the six months following implementation, with fewer confused patients reaching billing later in the journey.