Healthcare

Today’s healthcare providers and life science organizations need to achieve high customer satisfaction. After all, 22% of “extremely loyal” patients said they would be willing to switch to a competitor for a better experience (source: PYMNTS 2021 Healthcare Payments Report).

Healthcare members expect immediacy and convenience, connecting with you via multiple channels— and shifting between them. But this can prove a major challenge when systems, agents and resources are stretched.

Keeping people’s sensitive information secure is critical too, especially as contact centers process a wealth of Personal Health Information (PHI) and Personally Identifiable Information (PII), including payment card details. Any data breaches can be devastating for patient trust and brand reputation, often leading to class-action lawsuits and fines.

Eckoh has helped organizations such as Mayo, Children’s Hospital of Atlanta, Florida Blue, and Mercy to improve the experiences of members and patients while increasing security and becoming more efficient.

With our help, people can interact securely with your contact center team using their channel of choice by phone, chat, or web. They can make secure payments during voice or chat conversations, or serve themselves with transactions via IVR or your website.

We’ll make sure payment card details, social security numbers, patient IDs, and other sensitive data is kept away from vulnerable environments, such as your network and contact center. We’ll take care of PCI DSS, while you focus on delivering outstanding service and care.