by Matt Durski
The COVID-19 pandemic forced a digital evolution of healthcare, with savvy providers quickly adapting and innovating to continue providing care throughout the crisis. Faced with many challenges in an archaic technological landscape, it was crucial providers pivoted to meet the needs of their patients in an ever-evolving situation. Innovation was accelerated by many years as more and more patients now expect their health care partners to digitally transform and provide experiences like retail and hospitality organizations. These rapid changes are shaping a new, more modern version of healthcare and as a result, healthcare providers must invest and build out solutions and strategies to continue addressing these pandemic-generated demands, while also taking a more of an active role in re-engaging patients for their healthcare needs.
As the COVID-19 vaccines became available and began to roll out, Avtex was proud to develop our Vaccine Response Program, a cloud-based, self-service voicebot and chatbot that can be immediately deployed by health systems, hospitals, clinics, payers, pharmacies, and other healthcare organizations. This technology enables consumers to gain greater control over their healthcare while accessing answers to more than 100 pre-built questions about the vaccines.
We were excited to learn we’d won a Pandemic Tech Innovation Award for our Vaccine Response Program. These awards are presented by TMC and recognize hardware, software, devices/peripherals, applications, and services that help society and business function effectively in the face of challenges caused by pandemics and other similarly unexpected and challenging circumstances. “We are honored to be recognized for our role in assisting healthcare providers make the COVID vaccine process easier and more streamlined,” says George Demou, CEO at Avtex. “We’ve really risen to the challenge and together we’ve had a major impact on our clients, their customers and patients. As we continue to support our clients and fuel exceptional customer experiences, I find it rewarding to be in a business that has been able to help during a health crisis like this.”
“We are honored to be recognized for our role in assisting healthcare providers make the COVID vaccine process easier and more streamlined,” says George Demou, CEO at Avtex. “We’ve really risen to the challenge and together we’ve had a major impact on our clients, their customers and patients. As we continue to support our clients and fuel exceptional customer experiences, I find it rewarding to be in a business that has been able to help during a health crisis like this.”George Demou | President & CEO of Avtex, a TTEC Digital Company
The pandemic forced the healthcare industry to rapidly adapt to an almost-entirely virtual landscape, and this evolution brought about the emergence of the ‘patience experience economy’ with patients now expecting healthcare providers to deliver personalized, on-demand experiences, where and when the patient needs. As healthcare enters a customer-first business model, focusing on experience is now a necessity, healthcare providers need to transform their patient interactions and experiences to be more like those provided by Amazon and Google – delivering hyper-relevant, consumer-driven experiences to every patient, across all channels. All healthcare organizations have been impacted, and it’s crucial that provider organizations understand their patients’ journeys – from beginning to end.
Healthcare organizations need to consider the patient experience, as their patients are now comparing their service with the last, best experience they had. “As an industry leader in patient experience, we bring the technology, expertise and passion needed to help your healthcare organization adapt and meet changing demands while keeping the patient experience a top priority,” says Mike Pietig, Vice President of Healthcare Experience at Avtex. “Creating seamless and differentiated experiences for your patients is critical, now more than ever, to keeping your patients engaged. As the offerings of retail and digital-first healthcare providers continually offer alternative experiences, competition for patients is fiercer than ever, and the right partner can make all the difference in the success of your patient experience strategy.”
Avtex is here to help healthcare move into the consumer-driven world and meet changing demands while keeping the patient experience a top priority. Once healthcare providers understand the ideal experience, then they can layer in the technology to deliver a world-class experience. With the right technology and strategy in place, patient experience should be personal, consistent, and drive revenue through patient acquisition and loyalty.