The way in which a healthcare practice interacts with its patient base is crucial to overall success. With that in mind, Doctor Genius created Caller IQ, an artificial intelligence (AI) product to enhance the quality of communication between a practice’s front office and its patients. After the AI analyzes, scores, and summarizes each call that comes into the office, you can find feedback on how to improve future calls through the Call Details feature. Dive into these Caller IQ features and how they can lead to higher patient retention rates.
An Overview of Caller IQ
Caller IQ analyzes every call that comes into and goes out of a practice, allowing healthcare providers to easily keep tabs on patient communication. The AI tool gives each call a score based on predetermined indicators and data points, preventing the need to audit calls manually. However, there is the option to see call summaries or, if desired, access detailed transcripts of each call.
Caller IQ has three components:
- Intelligent Call Tracking
- Conversation Analytics
- Opportunity Analysis
The first is Intelligent Call Tracking, which records every call. The next is Conversation Analytics: the component that uses performance indicators to analyze the data collected during a practice’s calls. Finally, there is the Opportunity Assistant, an AI assistant that provides feedback on how to enhance patient communication. All of the AI’s suggestions are based on the client’s Conversation Analytics.
Understanding DG’s Call Details Features
The Call Details page’s features are woven into each of Caller IQ’s components. They record calls as part of Intelligent Call Tracking, analyze them during Conversation Analytics, and ultimately display the suggestions made by the Opportunity Assistant.
Clients can access their call details in three places. The first two locations are the Champion Calls and Coachable Calls listings that can be found on either the Caller IQ Monthly Report or Real-Time Report, which can be accessed using the Doctor Genius Portal. The third is the Call Details Page, which details an individual call and why it was or was not successful. Explore these features below.
Champion Calls
The Champion Calls feature displays a healthcare practice’s most effective calls. More specifically, it showcases those in which the front office staff successfully demonstrated sales skills and, thus, earned high lead scores as determined by various performance indicators. Each indicator is scored on a scale of 0 to 100 percent. This feature also highlights the call time, caller ID, and the date the AI assistant scored the call.
Clients can click through to view the Call Details Page for each Champion Call, as well. This is done under the Action Tab at the end of every row. This page will provide access to an audio recording, written transcript, and summary of the call, as well as the Scorecard and the primary indicators used to determine the score. Some examples of indicators include whether the front office staff member determines and addresses the caller’s needs, builds credibility with them, and asks for their contact information.
Coachable Calls
Within the same vein, the Coachable Calls feature displays a healthcare practice’s least effective calls. The key factors considered here are High Missed Opportunity and Low Agent Politeness. Therefore, this is the feature to look to when trying to improve communication between patients and the practice. Just like with the Champion Calls feature, clients can click through to see the Call Details Page for each Coachable Call.
For a Coachable Call, the Call Details Page will note which indicators the front office missed. This gives the provider a good idea of how to coach the staff to better serve patient needs, with the end goal of improving patient retention. Again, if desired, the provider can listen to an audio recording or read the transcript of the call, but the AI will have already processed this data and provided actionable feedback so that the front office can start making changes immediately.
Call Details Page
Here is a closer look at what to expect on each Call Details Page:
- Call Information. The time of the call, caller, and call recipient, the latter of which is particularly important if the client has multiple practice locations.
- Recording. An audio recording of the entire call so that the client may listen to it exactly as it happened.
- Call Transcript. A full transcript of the call so that the client may read through it in its entirety.
- Summary. To summarize the call, saving time from having to listen to the full recording or read the full transcript.
- Scorecard and Indicators. Explains the reasoning behind the call’s score, such as which Indicators were hit and missed, so that the client can make adjustments as needed.
Unlock your practice’s call details with Caller IQ
Want to increase patient acquisition and retention? Streamlining and improving patient communication is a great place to start. Caller IQ provides straightforward, data-based suggestions to help healthcare practices achieve this. Caller IQ may suggest offering higher-value treatments, making sure that the front office staff always asks for prospective patient contact information or ways to improve the general tone of the call.
While the Call Details features are integral components of this DG product, they are not the only ones. Learn more about Caller IQ and its different components, from the Monthly and Real-Time Summaries to the indicators used in scoring. Or, contact Doctor Genius online for a free demonstration.
Doctor Genius, located at 16800 Aston Street, Suite 270, Irvine, CA 92606, provides a range of services for practice success. We seek to meet our clients’ needs by providing a variety of marketing, SEO, practice optimization tools, and coaching to transform the healthcare experience. Though we work to provide the most accurate information, the content found on this website is solely intended for entertainment purposes. Therefore, we cannot guarantee that the information provided is entirely correct. You may not use the information on this site to cure, prevent, or diagnose a perceived medical issue. If you have healthcare-related needs, please speak directly to a healthcare professional. Never self-perform medical treatments discussed on this website. All images displayed are also for entertainment purposes only, and personal experiences may differ. Please note that the business tactics mentioned on this site might not be applicable to your industry or practice.
