HEALTHCARE

Invoca for Healthcare Organizations

Invoca conversation intelligence enables healthcare organizations to create patient-first experiences that drive increased acquisition and deliver faster, smarter, and more personalized access to care.

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Cost of Unanswered Patient Calls

Implementing Invoca at University Hospitals was one of the biggest wins of our department and it gave us the data needed to significantly improve performance.

Matthew Eaves, VP of Digital Marketing

Optimize Marketing to Acquire More Patients

Uncover new customer data and insight sources and get marketing attribution for patient appointments driven by paid search, online display, TV, and direct mail to improve ad targeting, reduce wasted ad spend and increase ROI.

Improve Access to Care

Track pre-call ad clicks and website interactions to uncover patient intent—such as which treatment or facility location the patient is interested in—and provide the most personalized and convenient experience every time.

Provide Superior Patient-First Experiences

Tap into AI-powered automation to score conversational interactions and coach agents with data-driven insights that keep the focus on delivering truly empathetic patient experiences.

Invoca Solution - Industry-leading call tracking

Connect digital journeys to conversations

Invoca call tracking captures the caller’s information and the 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.

Faster, more efficient appointment scheduling

Invoca makes it simple for multi-location healthcare networks, hospitals, and senior care facilities to route calls to the right location every time. Dynamic routing enables you to automatically detect the location, type of care needed, marketing data, and more to route calls to the appropriate agent or the correct location immediately, without the caller needing to use keypress options. Dynamic routing can even be set up to use more than one factor, like product interest and location, to route the caller to the right provider for the best possible experience.

Invoca Solution - Efficient dynamic call routing

Recover appointments from unanswered calls

Sometimes vital patient calls go unanswered. Invoca allows you to identify and track inbound patient calls that are unanswered, sent to voicemail or result in a hang-up. With this data, you can recapture those conversations and re-engage patients to schedule the appointments they need and create overall more positive experiences.

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 patient needs change, you add locations or services, or change hours, you can easily make changes to the IVR yourself.

Invoca Solution - Automated call scoring and QA

Improve agent call handling to deliver superior care

Call compliance is critical in the healthcare industry and spot-checking calls can leave you vulnerable to liability. With Invoca 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 conversation intelligence

While most call tracking and conversation intelligence 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’s conversation intelligence platform 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.