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Enhancing Patient Experience Metrics for Health Systems

We understand the importance of enhancing patient experience scores, satisfaction survey results, and health outcomes for hospitals.

TeleVox technology empowers health systems as they adapt to the changing healthcare environment. This includes supporting digital front door strategies and enhancing patient experience initiatives, as well as value-based care and readmission programs using our operationally efficient, EHR-integrated patient engagement platform. Over 2,000 health systems and 500 customers using the leading EHR system trust TeleVox to provide patient engagement technology that meets the distinct needs of their organizations.

Our omnichannel digital communication solutions empower patient access teams to improve care coordination while enhancing patient experience results for their facility. We do this by letting staff members easily interact in the patient’s preferred channel and language, including text, voice, virtual assistant, and live chat, as well as email. By simplifying the way, patients connect to receive healthcare, hospitals, and health systems can attract and retain more patients.

Healthcare revenue cycle teams rely on TeleVox to streamline and automate time-consuming patient engagement outreach for a variety of issues that ultimately impact their bottom line. Our technology delivers timely patient notifications, satisfaction surveys, appointment reminders, and more that get more patients, and more payments, into the health system.

We can address the most complex patient engagement workflows in real-time because our platform deeply embeds within your facility’s existing electronic health record (EHR). TeleVox understands the importance of maximizing the ROI of your existing investments while reducing operational costs. As the workflow experts, we work with your team so that you can adapt your care practices—from check-in procedures to billing reminders—at the pace of industry change.

Today’s hospitals are focused on enhancing patient experience metrics just as much as relieving unnecessary burden from staff members, especially amidst a challenging labor environment and staff shortages in healthcare. Administrative work associated with routine healthcare communications is primed for automation—which is where TeleVox comes in. Our advanced, two-way digital platform keeps patients in the know with automated, omnichannel communications. From routine reminders about preventive care to the most complex outreach related to specialty referrals, operations teams can maximize patient engagement without adding to the staff workload.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance

Since we started using TeleVox, we have had fewer no-shows. I think that is the goal of any appointment reminder system, and we have seen that.

We have had a couple of really good account managers from TeleVox who have made our experiences so much better. We have run into roadblocks with builders and the way we do things may not be the way that others organizations do things. Our account manager have been the key to helping us communicate to work through issues.