Engaging Patients Through COVID-19:
3 Ways We Can Help
As your world has been plunged into uncertainty over the COVID-19 crisis, we respond to your ever-changing staffing needs and help you on the front lines. As a 24×7 contact center with both inbound and outbound capabilities, Envera has critical communication tools to help you navigate your patients’ needs and deliver critical information in real-time.
Navigating Patients as Your “Air Traffic Controller”
Outbound Communications
Through text, IVR or live agent, Envera can utilize its technology and people to support your critical need to quickly communicate with patients throughout the crisis and beyond.
Send customized information to any population to manage scheduling , provide links to technology, departments and resources to provide immediate relief to internal staff.
Inbound Communications
Envera can provide immediate contact center resources to assist in handling the influx of calls from patients into departments, emergency rooms and access centers.
With both general and clinical resources available, calls can be routed into Envera to support appointment moving, canceling, rescheduling, sending patients to virtual options, or answering medication, referral and general service questions.
Move patients to where they need to be and create capacity to upskill and focus on what matters most.
Navigating Patients as Your “Air Traffic Controller”
Outbound Communications
Through text, IVR or live agent, Envera can utilize its technology and people to support your critical need to quickly communicate with patients throughout the crisis and beyond.
Send customized information to any population to manage scheduling , provide links to technology, departments and resources to provide immediate relief to internal staff.
Inbound Communications
Envera can provide immediate contact center resources to assist in handling the influx of calls from patients into departments, emergency rooms and access centers.
With both general and clinical resources available, calls can be routed into Envera to support appointment moving, canceling, rescheduling, sending patients to virtual options, or answering medication, referral and general service questions.
Move patients to where they need to be and create capacity to upskill and focus on what matters most.
Virtual Care
Converting to Virtual Appointments
Emergency Department Management
Keeping the Emergency Departments Clear
Virtual Care
Converting to Virtual Appointments
Emergency Department Management
Keeping the Emergency Departments Clear
We stand ready to join you on the front lines.
Please contact us at 804-500-9200 or info@enverahealth.com
Download the Engaging with Patients Through COVID-19 Sheet.
Learn how Envera’s 24×7 contact center with inbound and outbound capabilties can help you navigate your patient’s needs and deliver critical information in real-time.
Download the Engaging with Patients Through COVID-19 Sheet.
Learn how Envera’s 24×7 contact center with inbound and outbound capabilties can help you navigate your patient’s needs and deliver critical information in real-time.
Related Success Stories
Large Catholic Health System
CHALLENGE
For current appointments, a large Catholic health system needed help in identifying, contacting and rescheduling current appointments to virtual visits. For new appointments, transforming the appointment setting process to engage the patient to understand how a virtual visit would be beneficial for the patient and provide confidence that the patient will receive superior care via a virtual visit.
APPROACH
Envera provides services and a strategic infrastructure as a natural extension of the health system’s current operation. These services include an entire telephony platform and staff, as well as a full “communications hub” for many types of automated outbound communications via text and IVR.
OUTCOMES
Envera provided optimal workflows and implementation for outbound and inbound virtual visit scheduling. We also proposed outbound technology to provide a very scalable solution for new and existing virtual visit appointments.
Envera was able to maintain patients who needed help prior to their telehealth and ensure they received the help they needed. The result: a more successful telehealth appointment with their provider and a more optimal patient experience.
Multi-State Children’s Hospital
CHALLENGE
With the spike in telehealth visits related to COVID-19, a multi-state children’s hospital needed more staff resources for patient calls with upcoming telehealth appointments that haven’t completed their telehealth account setup. Without more dedicated staff resources to support patients’ setup issues, many telehealth appointments were at risk of being delayed or canceled altogether.
APPROACH
Envera set up an Interactive Voice Response (IVR) to reach patients who had telehealth visits the following day. This provided patients adequate time to set up their accounts and troubleshoot prior to their telehealth appointment.
With Envera agents supplementing hospital’s current resources, we outreached to patients efficiently, alleviating their staff from handling these calls so they could focus on their primary responsibilities.
OUTCOMES
Envera was also able to maintain patients who needed help prior to their telehealth appointment and receive the help they needed. This resulted in a more successful appointment with their provider and a more satisfied patient experience.