Healthcare

Bridging Patient Care and Customer
Experience in Healthcare

At Atento, we understand that healthcare is more than just providing medical services; it’s about delivering an exceptional customer experience that mirrors the convenience and peace of mind consumers find in digital platforms for other branded products and services. Leveraging the wealth of patient data available, health organizations are uniquely positioned to craft rich, personalized, and secure customer journeys that prioritize patient care and satisfaction.

Discover our success stories

Revolutionizing Customer Service for a Mexican Pharmacy Group

A leading Mexican Pharmacy group sought to enhance its customer service by transitioning to a sales-oriented approach. The goal was to provide quality service, leading to the successful sale of products while maintaining high customer service standards.

Building Trust and Engagement Through Tailored Communication

Recognizing the critical role of public engagement in the success of contact tracing efforts, a multifaceted strategy was developed to increase willingness to participate in these crucial conversations.

Launching a COVID-19 hotline

Providing equitable vaccine access to schedule appointments in a USA state.

Next Generation CX Solutions for Healthcare

Atento’s Next Generation Customer Experience (CX) Solutions are at the forefront of transforming both patient and provider experiences in the healthcare sector. Our approach is built on three fundamental pillars:

Omnichannel Fluency: Ensuring seamless communication across all channels, from traditional phone calls to digital platforms, providing patients with the flexibility to engage with healthcare providers in a way that suits them best.

Compassionate Agents: Our trained professionals understand the nuances of patient care, ensuring every interaction is handled with empathy, respect, and understanding. This human element is crucial in building trust and rapport with patients, enhancing their overall experience.

Data-Driven Automation: By harnessing the power of patient data and advanced analytics, we can automate routine tasks and personalize patient interactions. This not only streamlines the healthcare journey but also enables more meaningful and impactful connections between patients and healthcare providers.

By integrating these elements, Atento facilitates a customer-centric approach in the healthcare industry, promoting not just excellence in medical care but also in patient satisfaction and loyalty.

Connecting Dots Between Patient Care and Customer Experience

The integration of Atento’s solutions into healthcare services helps bridge the gap between patient care and customer experience. This synergy allows health organizations to offer:

Convenient Access to Care

Patients enjoy effortless access to healthcare services, from appointment scheduling to telemedicine consultations, mirroring the ease of use found in leading digital platforms.

Personalized Healthcare Journeys

Utilizing patient data, healthcare providers can tailor their services to meet individual patient needs, fostering a more personalized care experience.

Peace of Mind

With secure, reliable communication channels and compassionate support, patients feel understood and cared for, contributing to their peace of mind throughout their healthcare journey.

Innovation and Insight

By leveraging Atento’s innovative solutions and insights derived from data analytics, healthcare organizations can continually enhance their services, staying ahead of patient needs and expectations.

Customer Journey example for a Pharmacy Group

Engagement Initiation

Product Information
and Recommendation

Post-Sales Follow-Up

Service to Sales
Transition

Sales Execution

Atento’s Next Generation CX Solutions empower healthcare organizations to redefine the patient experience, aligning patient care with the high standards of customer service found in other industries. This holistic approach not only improves health outcomes but also strengthens patient loyalty, setting a new benchmark for excellence in healthcare customer experience.

Healthcare

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