Automated Call Scoring for Healthcare Practices

Think the only way to assess your team’s performance is through online patient reviews? Think again. Automated call scoring gives valuable insights into all phone-based patient interactions. 

Practice owners across the healthcare industry rely on call scoring for quality assurance. This tactic is quite common in dental offices, optometry practices, medical facilities, and even veterinary clinics. With AI-powered insights, industry professionals can discover meaningful ways to boost patient retention and streamline operations. 

Learn how you can use call scoring to your advantage. Integrate Weave’s communication platform into your quality assurance efforts to further enhance patient communication.

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What is automated call scoring?

Traditional call scoring involves listening to recorded phone calls. Managers then rate their employees’ interactions with customers or clients based on various key performance indicators, using what they find to train new hires and deliver constructive feedback to their teams. 

How is automated call scoring different? By using AI and voice analytics, recorded audio calls are turned into transcripts. Technology with natural language processing then assesses the quality of each conversation to deliver insights quickly. 

Your quality assurance efforts will become much more efficient when artificial intelligence evaluates every call transcript. The technology can offer timely feedback and support your team’s continuous improvement. 

Why healthcare practices should adopt automated call scoring

In a sales or customer service environment, both manual and AI-powered call scoring help contact center managers identify their top performers, gauge customer interactions, and work on achieving business goals. In healthcare settings, the process is all about enhancing the patient experience. 

Front-office teams have to ensure that every patient interaction is a positive one, as this helps practices develop loyal patient relationships. Manual call scoring allows human evaluators to find strong points and errors in recorded conversations. However, it can be a tedious process. 

Automated call scoring saves time, relieving staff of administrative burdens. If you’re looking to improve the patient experience but don’t have the bandwidth to devote to manual processes, it’s time to embrace AI and automated conversation analysis. 

Key features of automated call scoring

When they need to quickly evaluate their phone conversations, healthcare teams rely on the following:

• Speech recognition and transcription technology: Call recordings must be converted from audio into text with the help of automated transcriptions. 
• AI-driven analysis: Through natural language processing, AI systems can pinpoint a patient’s emotions and sentiment. Rather than listening to each recorded call, staff can review this analysis to determine whether patients are satisfied with their conversations. 
• Resolution efficiency: One of the main goals of this scoring method is to assess how efficiently the staff addresses a patient’s concerns and whether they reach a resolution over the phone. 

How automated call scoring works for healthcare practices

Whether someone is evaluating customer satisfaction in the context of a business’s contact center or trying to boost the patient experience in healthcare, automated call scoring is a major advantage. Here’s how it works for healthcare teams:

• They determine scoring criteria: While sales reps may focus on conversions, healthcare workers could set different scoring metrics, such as the agent’s tone, compliance standards, and conflict resolution. 
• Calls become transcripts: Modern systems should transcribe recorded calls into written, scannable text. 
• AI evaluates call data: Artificial intelligence will deliver insights based on the predetermined scoring criteria. 
• Coaching is continuous: With the system providing real-time feedback loops, staff can review their performance right away and continuously improve. 

This is just one of the many ways that healthcare practices are embracing automation for enhanced operations. Practice management and communication software like Weave is a natural fit for anyone looking to reap the benefits of automation in healthcare. 

Maximizing the benefits of automated call scoring

How can you get the most out of call scoring? Using the right technology is just a start.

Figure out which metrics you’ll be assessing and align them with your practice goals. For instance, if patient satisfaction is your main focus, you may want to score each call based on the agent’s greeting, tone, and ability to resolve problems. Patient satisfaction might not improve if every call lacks a friendly greeting, features an unsupportive agent, or fails to address the caller’s concerns. 

It’s not enough to just receive AI-powered insights. Lead your team to success through continuous coaching. Encourage your front-desk staff to review every call analysis as they become available. This way, every person taking calls can improve their own performance at scale.

Common challenges in adopting automated call scoring in healthcare

As beneficial as call scoring can be for healthcare practices, there are a few potential issues worth noting. One of the biggest things to keep in mind is the accuracy of AI, particularly in medical conversations. The technology is still evolving, and some practices may find some conversational inaccuracies due to transcription and natural language processing features. 

The technology will, however, become more accurate over time. However, it’s wise to listen to some calls when you first implement automated scoring. This allows you to check the system’s accuracy before fully relying on it. 

Integrating automated call scoring into your operations can be especially challenging if it requires separate software. Look for solutions that seamlessly integrate with your existing practice management software. 

Letting front-desk staff receive feedback in real time for self-coaching can be incredibly beneficial. To ensure this process goes smoothly, devote ample time to training your staff. They must fully understand the new system and feel comfortable reviewing their performance based on AI insights. 

Getting started with automated call scoring in your healthcare practice

With automated call scoring, you can work on improving the patient experience and build lasting relationships with patients. Your team will save plenty of time with this streamlined process compared to traditional call scoring. Why not take advantage of this modern solution?

With Weave, your practice can revamp your patient communication measures. Our platform covers everything from call transcriptions to automated reminders and even AI-powered phone analytics. Request a demo today to see these and other top features in action.