Drive patient quality outcomes, satisfaction, care plan adherence and operational efficiencies with a leading contact center platform
Genesys Cloud helps healthcare organizations streamline patient communication, reduce burden on staff and elevate quality measures.
Manage patient access, triage practice communications, care management and onboarding — all on one platform.
Automate routine tasks and enable access to timely and accurate information so your staff can focus on what’s most important.
Enhance value-based care with better interactions and streamlined workflows. Leverage interaction data to help improve outcomes.
With the Genesys Cloud™ platform, over 700 healthcare organizations, including eight of the top 10*, improve handle times, identify key health measures, surface screenings and more. You can also improve physician occupancy and reduce no-shows with schedule management. We provide data security and reliability, and make it easy to safeguard Protected Health Information (PHI) with a HIPAA, HITRUST, GDPR and PCI compliant platform.
*Based on reported revenue for the respective companies’ fiscal years ended on or before July 31, 2025.
Health CX coordinates communications with patients and integrates with Epic to support patient access, referrals, triage and more, helping patients get the care they need no matter how complex their journey. The patient journey can be enhanced with CRM system integration, enabling staff to navigate your system of record while supporting patients.
Epic and Cheers are registered trademarks of Epic Systems Corporation
Predictive routing quickly connects members to the right resource for improved average handle time, response times and quality ratings. Equip staff with real-time AI-powered knowledge to provide accurate answers and streamlined service. Genesys integrates with Salesforce, ServiceNow and other health plan management systems, uniting the patient interaction and communications data with your member data for actionable insights.
Genesys Cloud makes it simple to manage communications for sales and marketing; patient support and engagement; clinical trials; physician support and more. With Genesys, you can leverage digital channels and automation to enhance engagement and operational efficiency. You can even let AI-driven auto-summarization handle documentation, reducing staff effort while keeping records accurate.
Streamline patient communication with a healthcare contact center platform that keeps patients informed and supported at every stage of their care journey.
See our healthcare call center software in action. Discover how our comprehensive solutions power better patient, member, employee and provider experiences.
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Healthcare call center solutions leverage AI to improve efficiency. They can automate routine tasks such as appointment scheduling, patient follow-ups and insurance verification. AI-powered virtual agents can handle basic queries to help reduce wait times. Predictive analytics help identify patient needs in advance, while sentiment analysis helps to ensure empathetic communication. AI tools help healthcare organizations triage patients to the right departments. They also provide agents with real-time assistance to deliver accurate information.
Medical call center software can enhance patient satisfaction by streamlining communication and reducing wait times. Features like automated callbacks, omnichannel support and personalized patient interactions help ensure timely and efficient care. Patients benefit from accurate scheduling, proactive reminders and 24/7 support, fostering trust and improving their overall experience.
Key features of medical call centers include:
Choosing the best call center software for your healthcare organization depends on your organization’s specific needs. Look for a solution that offers robust features like AI integrations, HIPAA compliance, omnichannel support and advanced analytics. Determine the best fit for your organization by evaluating:
Key considerations include:
Health CX is the native integration by Genesys and Epic — and part of the Epic workshop program. Health CX was created in response to the growing demand from healthcare organizations for seamless integration between their system of engagement and system of record.
This integration streamlines interactions across patient access, referrals, triage, practice communication and more. Health CX uses natural language bots to identify and validate patient identity. Epic APIs allow healthcare systems to identify who they’re engaging with, understand the purpose of the interaction and equip care teams with the right insights to provide better support.
