Hollis Cobb’s use of speech analytics has helped enhance the overall patient experience by improving the quality of calls to patients and identifying additional ways we can assist our clients in the management of their accounts receivables. Always evaluating current processes and looking for ways to provide better services to our clients, Hollis Cobb first implemented speech analytics technology two years ago. Fine-tuning the tools by adding search phrases and conducting audits has helped the Compliance Department make the most out of this advanced technology for the benefit of our clients.
The technology automatically redacts sensitive data such as payment information and social security numbers. It also enables us to remain compliant with HIPAA, FDCPA and other industry regulations and individual client policies and procedures. Daily reports are generated for our Quality Assurance team to review for the purpose of evaluating the success of the technology and looking for any potential improvements in our internally processes.
In addition, the speech analytics tools analyze our representatives’ calls by tracking specific verbiage of both the representatives and the patients as well as documenting voice volume which can be indicative of an escalated call. The technology looks for certain phrases such as “I am frustrated,” or “I do not understand,” to identify calls in which the patient experience may not have been as positive as it could have been.
The QA team listens to calls that present concerns, and may provide additional training for a representative in order to ensure that all calls are being handled as professionally as possible. The team can also let clients know about any phrases that pop up that may indicate a need for clients to evaluate the way they deliver their services and determine ways they might improve.
Detailed reports are provided to Hollis Cobb’s leadership each month as a result of analysis conducted throughout the month by the QA team. The data is used to look for ways to improve call scripts and work flow in order to provide a more positive patient experience and top notch service to our clients. The technology has even been used to identify additional services we can provide to our clients by tracking words and phrases patients have used repeatedly when discussing their experience with their providers.
Speech analytics is a powerful tool, and Hollis Cobb will continue to use this and other pioneering technologies in our quest to be the best revenue cycle management partner in the healthcare industry.