How Chatbots Can Help Health Maintenance Organizations Improve Patient Experience

Health insurance photo by Freepik

In the past couple of years since the COVID-19 pandemic hit, we have seen the adoption of chatbot technology in various industries grow exponentially. This is perfectly evident in the healthcare sector where the biggest public health organizations such as the CDC and WHO made use of chatbots to provide critical information and services.

Now, it is predicted that chatbots will serve as the primary point of contact between patients and healthcare providers as chatbot interactions exceed 2.8 billion by 2023. Since the healthcare sector is expected to make up 10% of these interactions, the next step would be for other players in the industry, such as health maintenance organizations to leverage chatbot solutions in enhancing their services and improving patient experience. Here are the various ways HMOs can utilize chatbots in their customer service:

24/7 Instant Inquiry Responses

Automate your customer service with a chatbot that can provide round-the-clock support to your customers. A chatbot can answer inquiries in real time as well as display a carousel of frequently asked questions so customers can get instant access to critical information such as how to check one’s benefits and coverage or how to submit a claim. Since a chatbot can handle a high volume of customer inquiries all at the same time, you can reduce resolution time and lessen the load on human agents. Moreover, natural language processing allows chatbots to recognize the intent of a customer through certain keywords and phrases and respond accurately to questions or concerns, therefore improving the customer service experience.

Improved Customer Communication

Get closer to your customers by being on their preferred communication channels. Facebook Messenger is where customers go to communicate with businesses, and a chatbot can be integrated into the platform so you can develop a personal relationship with your customers and provide them with better access to your services. Your chatbot can also be programmed to understand multiple languages such as Tagalog, English, and Taglish to accommodate customers from diverse backgrounds.

Account Support

Through your chatbot, customers can conveniently check their account status and verify their health insurance coverage. Your chatbot can simply ask customers a few questions and will then be able to retrieve their account information. With a chatbot that can readily provide assistance, patients in emergency or outpatient facilities can easily get the care and treatment that they need.

Medical Claims Assistance

Expedite claims processing with a chatbot that can help customers file a claim, take care of claims submissions, and handle payments and billing. Your chatbot can collect patient data, medical reports, proof of billing, and other documents and requirements needed and walk customers through the process of filing a claim. Meanwhile, for patients seeking coverage for a medical procedure, the chatbot can guide them through the process by asking questions about the procedure and checking their current coverage.

Healthcare Facility Recommendations

Your chatbot can also help customers locate nearby healthcare services or recommend where to go for a certain type of care. It can display accredited doctors, hospitals, and clinics and direct customers to emergency hotlines.

Customer Feedback

Chatbots are well-known tools for collecting customer data and getting customer feedback. Unlike traditional survey forms, a chatbot can connect with customers in a more casual and personal way. Your chatbot can simply start a conversation with customers to get their comments, insights, and suggestions which you can then use to improve your services.

To sum up, a chatbot can help you improve the patient experience by delivering more reliable customer service, providing convenient access to essential services, and facilitating processes and requests. Get a chatbot for your health insurance company today! Alfafusion is the Philippines’ pioneer chatbot solutions provider for big brands and enterprises. Book a bot demo with us!

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