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Invoca has helped us get back on track so that we can continue to serve a consistent message, maintain our conversion rates from calls to appointments, and provide the best possible patient experience.
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AI agents for healthcare that turn conversations into patients
Meet Nico, the first AI agent for SMS and voice that connects the entire patient journey, turning conversations into appointments. Engage patients instantly through secure, personalized SMS to answer non-clinical questions and schedule appointments 24/7 instead of making them wait for a web form response. Keep leads progressing when they call with Invoca’s AI Voice Agent, which engages callers the moment they dial, qualifies intent, answers questions, and routes them to the right agents or office to maximize patient acquisition and protect every exchange with advanced HIPAA-compliant redaction.
Connect digital journeys to conversations
Invoca's HIPAA-compliant call tracking captures the caller’s information, including marketing channel, ad, keyword search term, website interaction, and other sources that drive each call. Make automated, in-the-moment optimizations to your campaigns to reduce wasted spend and ensure that every last cent of your media budget delivers measurable results for all of your providers and care facilities.
More efficient appointment scheduling
Invoca uses digital intent data to automatically route callers by interest, location, and predicted value to the best available agent, specialist, or location for assistance. Eliminate missed calls with Invoca’s AI Voice Agent by automatically qualifying patient leads and routing calls to the right department or location to maximize conversion rates.
Scale better call experiences across locations
Easily build your own custom voice-activated IVRs to allow inbound callers to select how they should be routed. Healthcare providers with multiple locations can automatically route calls to the best provider and include a different customized caller experience for each location. And when your patient’s needs change, you add locations or services or change hours, you can easily make changes to the IVR yourself.
Improve agent call handling to deliver superior care
HIPAA compliance is critical in the healthcare industry and spot-checking a few calls creates a liability. With Invoca healthcare call analytics you can harness the power of AI to automatically analyze 100% of your calls for compliance at each location and quickly identify interactions that need review and agents that need coaching. You can monitor how every provider and location is performing, get alerts when call handling issues occur, and quickly dive into specific calls for review without waiting because call recordings, transcripts, and call scores are available immediately after calls end.
HIPAA-compliant, BAA-supported call tracking and conversation analytics
While most call tracking and analytics platforms are HIPAA compliant, some achieve that with some caveats. Namely, they require that you turn off features like phrase spotting, call recording, and AI-powered speech analytics, which enable you to automatically analyze and classify calls.
Invoca provides HIPAA, GDPR, and CCPA compliance without the compromises. Invoca can record and transcribe inbound calls in a secure and privacy-friendly way to enable marketers to uncover new sources of customer data and insight. With improved visibility into these important customer interactions, healthcare marketers can drive cost savings from their media spend and deliver improved customer experiences, while ensuring compliance on 100% of their calls.
With Invoca, you don’t have to compromise your marketing optimization due to recent HHS guidance, either. Invoca works with all HIPAA-covered entities to execute a Business Associate Agreement (BAA). This establishes a legally binding relationship that ensures Invoca’s collection of PHI is permissible and will not violate HIPAA, giving back the data you need to power your marketing programs.
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Learn More About Call Tracking for Healthcare
HIPAA-Compliant Call Tracking FAQs
What is HIPAA compliance?
HIPAA compliance refers to adherence to the Health Insurance Portability and Accountability Act, which sets national standards for the protection of sensitive patient health information. This includes implementing measures to ensure the confidentiality, integrity, and security of healthcare data.
Invoca's platform meets these stringent requirements by employing encryption, secure storage, and access controls to protect patient information.
Learn more at Invoca’s HIPAA and PHI compliance page.
Why is HIPAA compliance important for call tracking in healthcare?
HIPAA compliance is essential for healthcare call tracking because it ensures that all patient information shared during calls is protected according to federal standards. Invoca’s platform adheres to these regulations, which helps healthcare providers avoid legal penalties and maintain patient trust. By handling patient data securely, healthcare organizations can safely analyze and utilize call data to improve patient experiences and operational efficiency.
What is healthcare phone call tracking?
Healthcare call tracking allows marketers to get data from patient phone conversations that can prove exactly what marketing campaign or tactic drove the phone call and what the result of the call was. For example, the healthcare marketer can see what ads, web pages, and even keywords helped generate each call. This allows them to make smarter campaign optimizations to give patients faster access to care and drive more appointments at a lower cost.
In addition, healthcare call tracking uses AI to analyze the conversations and track if appointments were generated. The AI also helps healthcare marketers identify any areas for improvement in the patient experience.
How does call tracking affect patient satisfaction?
Call tracking and analytics can positively impact patient satisfaction by giving healthcare marketers a privacy-safe and complete view of the online-to-offline patient experience. With these insights, teams can enhance call routing to ensure web visitors are connected to their nearest healthcare location in a more timely manner.
In addition, healthcare organizations can use Invoca’s AI to capture deep insights from phone conversations. With these insights, they can understand and correct issues that are causing patient churn. They can also measure agent performance and improve coaching to create seamless patient experiences that drive loyalty.
Better communication leads to higher patient satisfaction, as patients feel heard, understood, and valued during their interactions with healthcare providers.
