Unlock the Possibilities of Speech Analytics in the Healthcare Industry

Kaufman Hall 2017 State of Consumerism, 2018 stated that many healthcare organizations have lost the mark on bringing a positive patient experience. Of the 125 hospitals surveyed 72% fell within the bottom tier for patient billing efforts, and only 3% ranked in the top level. The findings also show that 90% of healthcare organizations realize that enhancing the patient experience is extremely important for them.

The healthcare industry is continuously changing and faces major challenges on an everyday basis.

Healthcare providers find it difficult to maintain a balance amid constantly changing government protocols, fulfilling patients’ expectations and the requirement to offer more effective and improved care in a competitive environment.

Speech analytics records 100% of phone conversations moreover there are keywords or phrases that are established by the provider and this enables the healthcare providers to attain compliance.

Enhances Patient Experience!
Enhances Patient Experience!

In this blog, we’ll talk about:

  • How Speech analytics improves the Patient Experience
  • How it helps in Maintaining Compliance
  • And different aspects of how Speech analytics’ data collection can be used and cost-saving can be done.

Enhances Patient Experience:

According to an article in The Wall Street Journal, a personalized experience with doctors and healthcare providers is being ranked as one of the most vital aspects of healthcare to patients.

The entire interaction of the patient regarding billing inquiries, scheduling appointments, follow-ups, and payment collection is recorded, monitored, and analyzed by Speech analytics technology.

Further, the assessment for quality assurance is made faster, simpler, and prominently less subjective by speech analytics. It provides insight for frequent and even immediate education and training of the representatives. And as the effectiveness of representatives is boosted the patient experience is enhanced.

Aid in Maintaining Compliance
Aid in Maintaining Compliance

Aids in Maintaining Compliance

Are you informed whether your representatives are apprising patients of their rights and providing appropriate disclosures? Also whether the patient’s identity is verified before the release of the data and it is ascertained that the person asking for the information authorized to do so?

For PCI (Payment card entry) compliance data such as secured health information and specific billing information are automatically redacted by Speech analytics software. This protects a patient’s financial rights and privacy and also ensures compliance with acts like Healthcare Insurance Portability and Accountability Act (HIPAA), Telephone Consumer Protection Act (TCPA), and the Fair Debt Collection Practices Act (FDCPA).

A healthcare provider can consistently adhere to every guidelinfe of compliance if the breach occurred is identified in real-time or else resolved quickly in cases of possible compliance issues. Since speech analytics automatically records and catalogs all patient interactions, it’s expedient to comply with audit requests and deliver appropriate, on-time documentation.


Maryville University’s industry outlook for healthcare managers explained the growing importance of suitable tech solutions that addresses patients’ individual requirements.

Speech analytics software can collect and analyze more insightful data in a lesser amount of time than a human representative. By delegating data-aggregation responsibilities to a reliable voice analysis software the number of staff can be reduced and thus money could be saved.

Instant data collection

According to certain surveys in the US more than 50% of physicians report burnout. And one of the major contributors to burnout is the time spent in documenting patient visits in the electronic health record (EHR) systems.

At present important healthcare information are not only received through in person. Seldom, patients send a message or make a call before they visit the clinic for a check-up. This could have a high probability of inaccuracy also during translation a lot of data can get easily lost.  All these requirements and more can be addressed by Speech analytics. An all-inclusive system like MK SmartSpeech can record all incoming and outgoing calls, so that it can be analyzed anytime by the representatives without any unnecessary juggling of information.

Improve Your Agents Sale
Improve Your Agents Sale

MK SmartSpeech Speech Analytics Software Suite can be employed to understand the reasons for inefficient call handling, increase first-call resolutions and improve your agent’s sales. Our speech analytics solutions can be utilized for developing more comprehensive and specialized training programs for your agents which will ultimately boost their performance and will also lessen the onboarding time. Also, SmartSpeech comes is integrated with Audio Metadata for silence, speaker clarity & talk-over information which could help patients’ information communicate effectively.[/vc_column_text][/vc_column][/vc_row]