October 25, 2016
Toronto-based Telax, a North American cloud contact centre software provider has been selected by Los Angeles County Department of Health Services (DHS) to provide what it called an “advanced contact center solution that will enhance the patient and caregiver communication experience.”
Telax said in a release it will be modernizing the Los Angeles County DHS patient call flow and communication process by integrating phone and chat, while introducing a number of new built-to-suit IVR features and workflow best practices designed to foster timely and efficient service, reduce call wait times and give patients improved access to caregivers.
According to Telax, the offering will allow Los Angeles County DHS to have newfound capabilities to gather data and assess workflow management, best practices, patient-caregiver information and conversations. The facility will also be able to identify the type of patients making inbound calls, number of outbound calls, how the calls are managed, what agents are providing an optimum experience, and how long patients are on the phone.
“In our mission to provide the best care in the world, we are expanding our lost cost no cost health care service,” said Richard Rodriguez, director of business operations at DHS. “This is causing an influx of patients seeking medical help, and it is our priority to make it easier and faster for them to get that help. We are the second largest health system in the U.S., and we have a responsibility to provide quality care to everyone.”
The Telax built-to-suite technology offering will also compliment the Los Angeles County DHS “MyWellness” web portal, where patients can access medical records, manage their healthcare and schedule online chats.
DHS, which consists of 19 health centres and four hospitals, annually cares for 670,000 unique patients, employs 19,000 staff, and has an annual operating budget of US$4 billion.