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Confirmacion
Servicio de confirmación proactiva para gestionar y recordar las citas y/o turnos, con la posibilidad de realizar re-agendamiento en los casos necesarios.
What are the objectives of this service?
Appointment reminders and confirming appointments through an ongoing dialogue with an executive.
Delivering initial indications and information related to the appointment.
Sending information campaigns related to the confirmation process.
Asking questions and performing screening (or triage) protocols prior to the appointment to raise alarms of possible contradictions or lack of preparation on the patient’s part.
LESS PERSONNE DEPENDENCE
LIGHTER TEAMS
GREATER EXPERTISE
INCREASED ATTENDANCE RATES (SALES)
How does it work?
Appointment reminders and confirming appointments through an ongoing dialogue with an executive.
Delivering initial indications and information related to the appointment.
Sending information campaigns related to the confirmation process.
Asking questions and performing screening (or triage) protocols prior to the appointment to raise alarms of possible contradictions or lack of preparation on the patient’s part.
How does the confirmation process work?
El proceso se inicia con un diálogo omnicanal con el paciente para recordar la cita. Posteriormente la conversación puede gatillar entrega de información de presentación, responder sus dudas y gestionar algún cambio indicado por el paciente.
In addition, the process is executed according to the effectiveness of each channel and the patient's behavioral response. The patient perceives the confirmation process as an ongoing dialogue with a customer service executive.
Adicional a la confirmación, este módulo incluye otras funcionalidades:
- Entrega de información asociada a algún tema específico.
- Entrega de indicaciones de presentación e información relacionada al cita.
- Implementar campañas de información relacionadas al proceso de confirmaciones.
El servicio contempla la gestión de todos los eventos médicos que se encuentren en una agenda, tales como Consultas, Exámenes, Procedimientos e Imagenología.
What does the report include?
It includes the confirmation management report, which provides you with a complete online view of the full process.
What are the objectives of this service?
- Increase the conversion rates of medical appointments, tests and treatments that are aimed at reducing absenteeism, and improving production and operational planning.
- Deliver better and more timely information to patients regarding their medical appointments, tests, among others.
- Reduce the saturation of the institutions’ inbound services.
- Deliver a better care experience throughout the patient's journey — more familiar, customized, empathetic and responsive.
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What are the service indicators?
- Contactability: Patient response rate regarding the number of sent communications.
- Process Effectiveness: Rate of confirmed or canceled appointments against the total volume of appointments processed.
- Cancelations: Number of released appointments.
- Customer Satisfaction: Experience and satisfaction with the services provided by us.
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