We help our healthcare customers engage more patients with less overhead. So we built a patient contact center of excellence (CoE) from the ground up using cloud technologies and automation at its core. We wanted to help our healthcare customers attract, convert, retain and support patients for life. So, we built our own medical marketing center of excellence (CoE) from scratch, with our medical marketing ideas.
A centralized patient contact center allows us to engage patients in a personalized and natural way across multiple channels (web chat, voice, SMS, Whatsapp, Facebook etc). Amazon’s breadth of solutions allowed us to achieve that in our Center Of Excellences. Now medical marketers and patient service professionals can leverage our experience and Amazon’s technology to create the best possible patient experience across the entire patient journey.
| Attract patients | Convert patients |
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| We have various guides to help you with medical marketing / patient acquisition. You can attract more patients with targeting and analytics – something that Amazon brings to the table for you. You can aggregate and visualize patients to recall, define prospective new patient segments, customize their journeys across your health system. We can help you. | Marketing to patients is a delicate matter. We have discussed SMS marketing for healthcare extensively in our guides. We know – we do it every day. Leverage Amazon’s power to send and receive marketing, and transactional messages in a reliable, cost-effective way. We can help you send the right patient the right message at the right time. |
| Retain patients | Support patients |
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| We can help you send on-demand messages to specific patients, whether an automated (but personalized) appointment reminder or an appointment no-show, recall message, or to recall patients that have fallen out of care. Use Amazon’s technologies to reach patients directly from your mobile and web applications to improve your patient access . | Your front desk or patient contact center is at the heart of patient access and patient engagement. We can help you have meaningful interactions with patients over voice and chat in your contact center. Amazon Connect can help you manage call center staff, track performance metrics, have intelligent, natural conversational bots after hours, and capture caller sentiment in real-time. |
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| Centralized Healthcare Call Center Guide | How to get more patient reviews |
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| A centralized healthcare call center helps immensely with patient access thereby leading to higher patient acquisition, patient retention, patient satisfaction, better patient reviews. These, in turn, lead to higher medical practice reputation scores, which in turn contribute to more patient appointment calls. Of course, this translates to a much easier medical marketing and patient pipeline ! READ MORE | Medical marketing becomes a LOT easier if your patients are leaving great reviews and your practice reputation is awesome. That’s not a secret. Here are some tips and tricks on how to get more patients by managing your medical practice reputation. We also discuss what to look for in a reputation management software platform. READ MORE |
| Centralized Healthcare Call Center Guide | Digital patient intake guide |
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| Healthcare call center software has been around for a while. Our medical call center services team use AWS Connect Contact Center for all our customers’ centralized call center work. Here’s a guide on how you can build your own healthcare call center software as well (not much coding needed as AWS connect has done the major heavy lifting for you already). READ MORE | HIPAA compliant digital patient intake forms help increase your practice margins by reducing manual labor and the need for increased staff. One of the (many) ways to reduce your practice overheads is to use digital patient intake forms. Whether you use them on a tablet (like iPad or Android tablets) or whether you use a kiosk (the Phreesia kind), or on your website – digital intake forms help in many ways. READ MORE |
| SMS Texting For Healthcare | How to be HIPAA compliant |
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| SMS texting for healthcare, in our experience, is by far the easiest way to stay in touch with your patients. We have been using texting in healthcare for a while now and have had tremendous results. During COVID-19 times, we had to communicate patient bumps (cancellations/rescheduling) on a mass scale as well. We cut down our centralized healthcare call center efforts by more than 70% by using SMS texting. READ MORE | HIPAA compliance and how to be hipaa compliant is something that bears down on every practice manager’s minds. We’ve spent considerable amounts of time with small and medium sized healthcare practices. Here’s a guide for practice managers that do not have an IT staff guiding them through HIPAA compliance. READ MORE |
| Medical Software Development Guide For Managers | EMR integration – a primer for software vendors |
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| Medical software development comes with its unique set of challenges. Most of them are related to EMR integrations, HIPAA compliance, HITRUST certification (if you are a software vendor) and the latest – cloud based healthcare software development. Over time, we have had to do a lot of proof of concepts, try out various software tools available from various vendors for various customer projects that we have undertaken. We will continue enhancing this guide with more options as we run into them. READ MORE | EMR Integration is a headache for most independent software vendors. This guide helps you think through the problems, understand it better. EMR interoperability is a headache.. and is well documented and discussed ad-nauseam in the industry. This guide is not for developers looking to develop EMR integrations. READ MORE |
| Outsourced software development – Guide for managers | Agile software development in healthcare |
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| Here’s a guide for managers thinking about hiring an outsourced software development company to bring their software products to market at acceptable costs / budget. WARNING – Outsourced software development or outsourced product engineering relationships are successful only when you are fully prepared for the changes in communications protocols, employee engagement protocols. READ MORE | Agile software development in healthcare is not easy. We have helped small startups and enterprises such as AWS, Magnacare, New York Ophthalmology, Mt Sinai Hospitals etc. In our experience, not many understand the agile mindset inherently, nor are ready organizationally for agile development. Here are our thoughts on how you could look at agile development, whether your organization is ready for it, what you need to do to be prepared etc. READ MORE |
| Physician referral management guide | Custom Software Development Costs |
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| Being adept at physician referral management and patient referral management can grow your medical practice tremendously. We have covered this in our medical practice marketing guide as well. Whether you manage physician referrals manually or use some healthcare referral management software or solution – you do need to have a plan for this. This guide is intended to help physician leaders, practice managers and referral coordinators. READ MORE | Most people do not need custom software. We can guide you on various options available using Amazon Honeycode and the rest of the Amazon ecosystem. If you are an independent software vendor – here’s a guide on how much custom software development costs. Net-net – Everything depends on your own risk appetite, your budget and the kind of control you want on the project. Price ranges (hourly) can be from $20 – $250. Project budget ranges can be from $10K – $1MM+ depending on whether you outsource to USA, Eastern Europe, India (Asia overall). READ MORE |
Your customer experience starts from your contact center. Whether it is via SMS, phone, email, fax, video, facebook, secure chat. We can help with technology only, partial outsourcing or fully outsourced to our center of excellences.
| Medical Marketing Services | Medical Call Center Services |
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| Our medical marketing services are for large physician groups and health systems. Marketing your practice is tough – a LOT of work. While you are busy seeing patients, younger, more digitally savvy competitors are trying to steal your patients away from you. You have to manage digital, social, PPC, physician referrals channels at the same time, with the same vigor. Sites like ZocDoc, Google and Facebook reviews, Healthgrades etc have upped the ante as well. SEE HOW WE CAN HELP | We help large physician groups, hospitals and health systems create their own outsourced call center to improve patient satisfaction, patient experience and increase accessibility. We are strong believers that your practice locations should be staffed to handle patient care – and not to answer phone calls. Provider groups come us and reduce their own call center’s response time to less than 1 minute. They find that it is cost prohibitive for them to staff it with on-shore talent. SEE HOW WE CAN HELP |
| Medical Billing Services | Healthcare IT Services |
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| Our medical billing services team works with mid-large size physician groups and health systems. You are leaving money on the table. We can almost guarantee it. As reimbursements tighten up, patients bear a larger portion of their healthcare costs per year, revenue cycle management that’s based on rock solid systems, processes and procedures has become even more crucial. Your practice’s viability, sustainability and profitability depends on the performance of your billing department. SEE HOW WE CAN HELP | We pride ourselves in providing healthcare software solutions that our own patient contact center and revenue cycle management teams use on a daily basis. Our goal is to help healthcare providers run their practice groups profitably without adding extra staff. Our business process outsourcing (medical call center, medical marketing) and knowledge process outsourcing (revenue cycle management) teams work with various specialty provider groups every day. SEE HOW WE CAN HELP |
| Surgery Scheduling Services | Amazon Connect Contact Center Services |
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| Our surgery scheduling services team ensures that you concentrate on counseling patients and getting them ready for surgeries. Meanwhile, our outsourced surgery scheduling services team takes care of the annoying parts – ensuring that patients schedule and go for their pre-admission tests, get their medical clearances, obtaining prior authorizations for each surgery. SEE HOW WE HELP | Looking to serve customers with a next generation contact center? Amazon Connect Contact Center along with Amazon Pinpoint and other Amazon Web Services (AWS) is your answer. We will help you deliver better customer service experiences on the cloud. – Give us 3 weeks and we will deliver a rapid proof-of-concept (POC) package to you. SEE HOW WE CAN HELP YOU |
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Results you can achieve
| “Not seen in 6 months” campaign RESULT – Added 118% more returning patients in 2 months. HOW – We used our Engage , PRM products and our call center agents to achieve these results. |  |
 | “Reduce no-shows ” campaign. RESULT – Reduced no-shows to by 50% via reminders, reappointments HOW – We used our Engage , PRM products and our call center agents to achieve these results. |
| “Reputation management” Campaign. RESULT – Added 650+ reviews, average 4.6 stars in 14 months. Fringe benefit – 150% increase in inbound calls. HOW – We used our Engage , PRM products and our call center agents to achieve these results. |  |
 | Telemedicine as a separate LOB (video, audio, image reads). RESULT – 4,000+ video, audio visits done in 4 months. HOW – We built teleretinal screening, telemedicine applications and our call center agents to achieve these results. |
| HIPAA secure collaboration across countries RESULT – 100+ employees collaborate on a HIPAA secure platform. HOW – Our Healthcare IT team created a HIPAA secure messaging and collaboration application to achieve these results. |  |
 | Launch SaaS platforms on budget, on time RESULT – Our Healthcare IT team created engagement center, contact center, telemedicine, HIPAA secure collaboration, member management, digital patient intake tools, |
