Hospitals are looking for ways to improve patient experience, and one popular approach is to offer online appointment scheduling.
However, those efforts are likely to overlook the sizable percentage of patients who still use their phones to connect to a health system call center to find the right provider for their needs and schedule an appointment.
Many call centers are missing the mark when it comes to giving a good patient experience, says Julie Yoo, chief product officer and co-founder at Kyruus, a vendor of software enabled call centers.
