Automating Patient Communication in Health Care

Automating Patient Communication in Health Care


Across industries, businesses and institutions are migrating away from outdated, time-consuming manual processes and towards automation and digitization to manage outgoing customer communication. For the health care vertical, who operates under strict regulatory requirements and patient privacy laws, an automated process for patient communication can provide a secure audit trail and help mitigate the risk of the wrong information getting into the wrong hands. 

Outgoing Mail Management: Reasons To Go Digital

Through digitization, outgoing mail management can be centralized and automated for consistency, efficiency, and security. Implementing hardware and software tools can deliver a range of benefits, including these top four:

  1. Data SecurityProtecting patient privacy and complying with regulatory requirements is mission critical. Often, printed mailings from Explanation of Benefits (EOB) to invoicing are comprised of a number of sheets. When mailings number into the hundreds or thousands, ensuring the right documents go into the right envelopes becomes a greater challenge. Output management software can be combined with intelligent folder inserters to help ensure the right documents go to into the right envelopes preventing data breaches, providing a secure audit trail thereby reducing HIPAA violations and potential fines.
  2. Patient ExperienceOutput management software can enrich and personalize communications and manage distribution through the patient’s preferred channel which is key to fostering relationships. Patient forms can be dynamically managed and updated accelerating processes while following protocol. 
  3. Operational Efficiency – Digitization not only cuts down on time spent preparing and issuing communications but can deliver significant cost savings. When email can be substituted for physical mail, it virtually eliminates paper and postage costs. Adding intelligent barcodes to printed documents assists with tracking and can be used to group different documents for the same customer.
  4. Centralized CommunicationsOften a range of departments issue communications which can result in a duplication of effort; even an overlap in messaging. When separate primary data sources are used to complete fields such as patient contact details, potential errors can result. A single centralized communications management tool provides a single view of status and content for all authorized personnel allowing for more control over the process and promoting accuracy and consistency.

Automation tools, for managing outbound communications, can work together to deliver a host of benefits that can support the migration of health care agencies with manual processes into the digital future.