Healthcare & Hospitals

Healthcare organizations depend on the quality and accuracy of interactions between their employees, other medical facilities and the patients to whom they provide care.  To protect the integrity of your interactions and ensure your facility delivers an excellent patient experience, look to OnviSource contact center solutions.

OnviSource offers the products you need to monitor your interactions and measure patient satisfaction, gather intelligence to drive improvement and remain competitive, comply with strict regulations and ensure uninterrupted operation.

With OnviSource products you can:

• Capture, archive and analyze voice and video associated with every interaction
• Control labor costs while improving productivity and reducing costly errors
• Drive marketing and patient care service initiatives based on actionable intelligence
• Ensure compliance, improve first call resolution and meet service level requirements 24/7
• Train and coach employees using feedback from multiple data sources
• Identify opportunities for process improvements through analysis and reporting
• Avoid down time and free up your IT/system administrators to focus on more critical tasks

Quality & Liability Management

Capture, Monitor and Evaluate Every Phone Interaction
Our innovative technologies enable you to capture, monitor and evaluate voice and data activity associated with every type of interaction. 

Monitor and record every inbound or outbound interaction effortlessly in any type of telephony environment using OnviCord PRO call recording solutions.  Monitoring calls in progress enables users to track staff performance and keep abreast of any escalating situations.

OnviCord PRO offers flexibility across all departments.  Train personnel in billing and claims, emergency and ambulatory care, help desk and security departments using actual recordings of current and past events to evaluate what went right and what went wrong.

Protecting Privacy
OnviSource knows how important it is to protect the privacy of patients and employees. No individual can play or manipulate audio or video recordings without user privileges assigned by administrators of the system. Recordings can be encrypted as an additional security measure.  Access to the system is protected by authentication of strong passwords and user names.

Get Clear Insight into Staff Performance and Patient Satisfaction
See exactly how your staff navigates applications and complex workflows. Pictora Screen Capture technology offers the ability to record screen activity of hundreds of workstations simultaneously.

With Excella Quality Assurance, supervisors can quickly gather and analyze agent performance through evaluations that promptly identify strengths and weaknesses. Supervisors can replay voice and video recordings while simultaneously performing evaluations, yielding the most accurate scoring results and reporting possible.

Armed with a complete view of interactions, supervisors can provide more focused individual or group training leading to increased productivity, better compliance and a higher level of patient satisfaction.

Analytics and Business Intelligence

Automated Analysis of Recordings Extracts Intelligence You Can Act On
Bridge the gap between information stored in recorded interactions and the actionable intelligence that can only be extracted cost-effectively through the automation of Explora Speech Analytics. 

Analyze every single call and every piece of data using Explora to extract and deliver intelligence that will help you effectively manage challenges across the organization.  Explora uses a powerful phonetic search engine to process thousands of hours of recorded calls in a matter of minutes or less.

Near real-time reporting provides both a mechanism for gathering feedback from patients and discovering insight that can determine the focus for immediate training as well as decision-making that can impact the effectiveness of current programs and the direction of future initiatives.

Assure Compliance, Detect Noncompliance and Prove Verification
Compliance adherence and transaction validation is based on listening to recorded calls and making sure the data recorded matches the actual conversation.  Explora Speech Analytics can instantly verify the occurrence or non-occurrence of compliance and validation requirements based on searchable words and phrases.

Customer Interaction Management (CIM) Applications

Transform Internal Contact Centers into a Profit Centers by Enabling Universal Answering Services
Perform a variety of inbound telephone answering services, emergency and medical services, help desk services, billing and claims, and customer service through OnviCall Teleserv.  Improve your business by reaching a broader spectrum of patients across all departments.
 
Employ local and remote operators to efficiently answer phones and dispatch messages through various methods of delivery.  TeleServ populates call queues, account information, customizable answer phrases, message taking, websites and more, making it easy for your operators to access and view all the information needed to process calls quickly and professionally.

Allow Medical Practitioners to Perform Self-Service Functions
With OnviCall TeleServ you can grant medical practitioners access to their messages and recordings of interactions with their patients. They can update their own account information and on-call schedules as needed, saving your facility time while providing 24/7 convenience.

Eliminate Costly Errors and Free Operators to Focus on Patients
TeleEnterprise delivers scripting automation to simplify operator workflow and aid in preventing costly mistakes, providing automated coaching, significantly reducing the cost of training and re-training, updating and distributing information valuable to operators, increasing both patient and operator satisfaction and presenting a uniform experience in a virtual environment.

OnviCall TeleEnterprise scripted automation workflows access your database to populate information fields and generate follow-ups for medical practitioners and patients in the background during transactions.  Customize the call flow for each of medical practitioner’s office. Administrators can configure prompts and controls for collecting information and presenting screens using drag and drop configuration.

Multi-media Messaging & Call Handling
OnviCall Portica is a cost-effective unified messaging and call handling platform with standard greetings, voice mail messaging and other capabilities. Acting as a stand-alone system or interconnected with a PBX, Portica integrates easily with existing services.

Communicate with medical practitioners and deliver messages via their preferred method of contact.  Portica offers a variety of options for them to receive their messages such as pager, email, cell phone, home or office phone and fax.

Portica ICD automatically routes incoming calls to an almost unlimited number of local groups, remote groups or mixed groups of operators to ensure that calls are distributed properly to operators with the required skill set for effective handling.

Operations Management

Protect Your Facility and Prevent Costly Down Time
As a company that owns and operates two contact centers of its own, OnviSource understands that you can never afford to have systems down.  OnviSource offers OnviNet Operations Management for system back-up and recovery; redundancy for call recording; as well as automated monitoring and notifications of a system’s critical operations. OnviNet is also the integration point for third party switches, applications and CRM databases.

Automating maintenance significantly reduces interruptions in operations, freeing up your IT and system administrators to focus on more critical tasks and future projects.  OnviNet Ensura can automate replication of your database to a local or remote data server for full redundancy and disaster recovery.  You can also auto-archive files to local or remote drives for backup and archiving using independent scheduling.

OnviNet Informa works with Ensura and other products to monitor various functionalities, analyze critical operational indicators, send automatic notifications when indicators reach user-defined thresholds and provide management reports.  With these tools, you can detect problems and receive notification before certain failures have a major impact.

OnviNet Integra offers an open interface to third party applications and solutions with multiple communications such as TCP/IP and HTTP and enterprise-level user, application and compliance management.

• Lightweight Directory Access Protocol (LDAP) facilitates login authentication via Microsoft Active Directory
• Data and service portals allow you to export data for custom reporting
• Payment Card Industry (PCI) data security compliance
• Call Data Acquisition (CDA)
• Integration of recording hyperlinks into your enterprise CRM applications

Currently in operation at over 1,000 businesses nationwide, the OnviSource products are favored by many hospitals and healthcare service providers because it’s proven reliable, affordable and it’s easy to use. 

If you’re interested in satisfying compliance, increasing employee productivity and improving patient service, and satisfaction, give OnviSource a call today! 

Request a no-obligation demo to see just how easy it is to use OnviSource solutions!