Utilizing SMS Deflection and Call-to-Text Technologies in Healthcare Call Centers to Lower Call Volumes and Enhance Patient Self-Service Options

Healthcare call centers in the United States have many problems. They get too many patient calls, there are long wait times, and not enough staff. These problems hurt how well the centers work and how happy patients are. When phone lines get busy, many healthcare providers start using new technologies like SMS deflection and call-to-text (CTT) to handle calls better. These tools change patient calls into text messages, letting patients do simple tasks by themselves. This frees up staff to handle harder issues.

The usual healthcare call centers face a few big problems. Over 25% of their staff leave each year. Labor costs keep going up. Old call routing systems slow things down.

• A call center with 100 agents might spend $4 million per year on labor.
• Replacing one worker who quits costs about 20% of their salary. For 25% turnover, that adds up to $250,000 each year.
• Old phone systems (IVR) send 15% of calls to the wrong place. This makes calls take longer. Rerouting can take 65 to 100 seconds. Patients get frustrated.
• Many patients hang up after waiting more than two minutes. About 60% will drop the call after that.

Because of all this, healthcare centers with few staff or many patients find it expensive and hard to handle calls the old way. They need systems that make communication smoother, use staff time better, and lower costs.

SMS Deflection and Call-to-Text Technologies in Healthcare

SMS deflection and call-to-text are two newer tools. They move patient calls from busy phone lines to text message platforms.

SMS Deflection lets patients stop waiting on the phone and get SMS messages that answer their questions. It works well for:

• Making, changing, or canceling appointments.
• Requesting prescription refills.
• Resetting passwords for patient portals.
• Getting directions to clinics or answers to common questions.

For example, at Main Line Health, more than 20% of patients who called to schedule mammograms or bone scans picked SMS to avoid waiting. This saved over 15,000 minutes of phone time.

Call-to-Text (CTT) takes voicemails left by patients and turns them into text messages in one conversation thread. This lets healthcare workers read and reply without talking live on the phone. OhMD, a communication platform, says users in the U.S. saved 3.3 million hours by changing calls into texts or voicemails with transcripts.

These text messages let patients handle their healthcare when it suits them. It lowers call counts, shortens wait times, and helps staff use their time better.

Impact on Operational Efficiency and Staff Workload

Using digital call deflection changes how centers work. It takes away simple questions so phone agents can spend more time on harder cases.

• Call centers using AI platforms like Hyro report over 65% of calls are deflected.
• Patient wait times can drop by up to 99%, sometimes down to just 3 seconds.
• Call abandonment rates fall a lot. Providers with Hyro’s AI saw a 64% drop in hang-ups.
• GPW Health Center says 25% of patients now handle things by SMS themselves, freeing staff.
• Farmington Family Practice cut call volume by 50% after adding call-to-text.

Besides fewer calls, SMS deflection helps scheduling, medication management, lowers no-shows, and boosts bookings. For instance, Weill Cornell Medicine saw a 47% rise in online appointments after using AI chat assistants to handle calls and scheduling.

Enhancing Patient Experience Through SMS and Text-Based Interaction

Patients want quick and easy access to healthcare. They don’t like long waits or confusing phone menus. SMS deflection meets these needs.

• Patients can do simple tasks anytime, anywhere, on their preferred device.
• Text messaging helps those with hearing or speaking difficulties.
• Self-service SMS eases anxiety for patients who don’t want to wait or worry about privacy in public places.
• Centers using SMS deflection report good feedback. Patients like the flexibility and quick replies.

Main Line Health noticed many patients choose SMS because it avoids long wait times. This makes patients happier and less likely to go elsewhere for care.

Integration With Electronic Health Records and Telephony Systems

For SMS deflection and call-to-text to work well, they must link with existing healthcare IT systems. The best tools work with Electronic Health Record (EHR) systems like Epic, Cerner, and Meditech to keep appointment and prescription info synced with patient requests instantly.

• This linkage lets SMS confirm appointments and prescriptions right away and track patient messages.
• The platforms also work with phone system providers like Twilio Flex, NICE inContact, Genesys, Five9, and Cisco for smooth voice-to-text switching.
• This cuts down on manual input and mistakes, making care safer.

Big health systems like Montefiore and Banner Health use these tools. They improve efficiency without interrupting care.

AI and Workflow Automation in Healthcare Call Centers

AI helps SMS deflection and call-to-text by automating tasks and sending complex issues to the right people.

• AI platforms use Natural Language Understanding (NLU) to understand patient requests and send them to the correct service without confusion.
• AI assistants can do simple tasks like scheduling, refills, billing questions, and password resets. They handle over 85% of these without humans.
• This lowers staff stress and helps keep workers from quitting.
• AI chatbots work all the time, even after hours, so patients can do tasks when they want.
• AI reminders help lower no-shows and reduce unnecessary calls.

Hyro’s AI system cuts average hold time by 99% and increases digital engagement rates by 600%. This makes call centers more efficient and improves patient contact on voice, chat, or SMS.

Financial and Operational Benefits for U.S. Healthcare Providers

Lowering call volumes with SMS deflection and AI helps healthcare providers save money and keep their systems running well.

• Calls usually cost $3 to $5 each. Using SMS or self-service cuts these costs a lot.
• Automated self-service costs almost nothing. Web chat or virtual agent help costs about $1 per interaction.
• Call deflection can save up to 80% in costs while improving patient satisfaction and recommendation scores above 90%.

Many clinics lose money when calls are missed. About 20% to 30% of patient calls don’t get answered. This means missed appointments and lost income. Technology that keeps patient communication timely can fix this.

Ascentist Healthcare gained over $1.25 million in extra revenue and cut patient wait times by using automated call deflection and text messaging.

Putting It Into Practice: Considerations for Medical Practice Administrators and IT Managers

To use SMS deflection and call-to-text well, medical administrators and IT managers need to plan carefully for healthcare settings.

• Look at current call data to find common tasks that could be automated or deflected.
• Pick systems that fit easily with existing EHR and phone systems to avoid problems.
• Train staff on new workflows and keep ways for patients to talk to live agents when needed.
• Watch key measures like deflection rates, call resolution, hang-ups, and patient satisfaction to improve the system over time.
• Let patients know about self-service options and train front desk workers to give consistent information.

With more healthcare calls after the pandemic, using SMS deflection and AI can turn a busy call center into a smooth entry point. This helps the center work better and improves patient service.

Summary

SMS deflection and call-to-text technologies help lower call volumes, save money, and improve patient access in U.S. healthcare call centers. Together with AI automation, they create an efficient and patient-friendly way to communicate. These tools work well with current digital systems and meet the growing need for easy healthcare access. Medical administrators and IT leaders should think about using these methods to build strong, patient-centered communications for today’s healthcare challenges.