Patty Hayward

Historically, healthcare organizations have considered the contact center to be a cost center, a communications platform for conveying information to patients and plan members. Today, however, AI-enabled contact centers can be drivers of value, especially in a value-based care environment.

The idea of software creating and delivering content to patients and plan members would have been unthinkable in the recent past. Now it is becoming essential to a good customer experience for patients.

Deploying automation and other technology tools can ease the burden on overworked clinical staff and patient support worker.