Today’s consumers expect great service. From the first day Uber shuttled riders to their destinations and Amazon made next-day deliveries in the click of a button, the game changed with respect to service expectations. The same can be said for patients as healthcare consumers, who are taking more control over how they obtain care and pay for it. According to a recent Black Book survey, 93% of patients expect to use digital tools that facilitate patient-provider interactions. To successfully ride the consumerism wave and balance the high levels of patient satisfaction that support value-based reimbursement with new needs for social distancing, healthcare organizations must view their financial processes through their patients’ eyes. Then, they must meet the diverse needs of patients and enhance engagement by offering flexible financial communication strategies and reducing points of friction — defined as any negative aspect affecting the consumer experience. Interestingly, J.D. Power found that live chat has become the leading digital contact method for online customers, noting a staggering 42% of customers prefer it.
That’s why Zotec Partners, always on the cusp of innovation that drives better patient experiences, now offers a Live Chat feature that expands on its omni-channel approach to give multiple communication options for patients to choose from. Live Chat is an added feature within Zotec’s secure My Doc Bill platform. Along with email, text messaging, or a phone call, the Live Chat feature gives patients one more way to get information regarding their bill. Giving patients another option to get information about their medical bills increases providers’ chances for faster reimbursement through frictionless payment, which reduces the chance of some claims going to bad debt. Patients can enjoy multiple benefits from the Live Chat feature, including communication that’s comfortable for them, opportunities to have their questions answered quickly without being on the phone, and personalized service from a live customer service agent.
When patients log into Zotec’s MyDocBill.com, they have the option to communicate live and in-person by accessing the “Chat with an Expert” box in the lower right-hand corner of the screen. Once they click the box, patients will be connected directly with live Zotec agents who can assist and answer questions.
The feature is available Mon-Fri from 9 AM- 4PM EST. When Live Chat is not running, the option disappears from the MyDocBill screen.
By providing patients with a range of communication channels and opportunities, patients are more likely to engage with the channel that works best for them, thereby improving patient engagement and providers’ chances of recouping payment. To explore patient experience methods that create happier patients and enhance reimbursement, contact us today.