Live Operator Service Overview

Click here to jump to configuration settings.

When you enable the Live Operator Service, your patients receive a ReminderCall, Standard GroupCall, or Self-Pay Reminder and can transfer to a live operator if you have that appointment, provider, and department enabled. The trigger to allow the transfer to the live operator is based on the appointment information for the messaging campaign.

Bilingual (English and Spanish) live operators are available to schedule, reschedule, confirm, cancel, and take payments on behalf of your practice.

Benefits: Enabling the Live Operator Service reduces call volume to the practice and addresses the need for less tech savvy patients, or patients who prefer to speak with a person instead of self-service.

Benefits:

Enabling the Live Operator Service reduces call volume to the practice and addresses the need for less tech savvy patients, or patients who prefer to speak with a person instead of self-service.

Resources

KPIs

Patient Digital Engagement Index: Promote Digital Access to Healthcare Information.
- Measures scheduling, confirming, and cancelling appointments
Patient Digital Engagement Index: Encourage digital payment activity
- Measures digital actions your patients take with respect to payment; it includes making digital payments

Reporting

Patient handling preparation

Become familiar with the reporting offered to monitor how your patients are being contacted. This will help with conversations with patients or general inquiries.
The messaging window is between 10am and 8pm EST. This feature doesn't replace the ability for patients to contact your office during normal business hours. Be sure to still have staff available to answer phones.

Workflows

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