How Healthcare Providers Are Winning At Customer Service

Rita Shapiro-Das

Technology is transforming the world—that’s no secret. From grocery and retail stores focusing on omnichannel to the availability of online classes covering just about everything, technology has dramatically enhanced our way of life.

One of the most important industries to embrace technology is healthcare. It affects people on a daily basis, and poor customer service could make all the difference between life and death.

When I was 11 years old, I was diagnosed with Crohn’s Disease. Since then, I have taken multiple medications, undergone more than a dozen procedures, and struggled with symptoms on a daily basis. My gastroenterologist offers a great tool called MyChart, which enables me to have ongoing conversations with her. When I don’t feel well, I can easily send a message and get a response within 24 hours (and vice versa).

If my doctor wants to put me on new medication or simply check in on how I’m feeling, she can send me a MyChart message, which I receive in real time. This tool has not only strengthened my relationship with my doctor, it has given me peace of mind because I know that if something serious happens, my doctor is just a click away.

Historically, patients would need to call their doctor’s office to schedule an appointment or to discuss their health issues with a practitioner. Now these can be done online in just a few clicks. MyChart and other tools also offer mobile apps, an important component considering that at least 72 percent of people in the U.S. alone own smartphones. Healthcare providers understand that technology is the best way to stay connected to their customers and patients, both in and out of the office or clinic.

As healthcare providers continue to expand their digital tool offerings, the quality of customer service has improved exponentially. Patients can now easily reach their health care provider to schedule an appointment, pay a bill, or refill a prescription. As a patient, I am excited to see what else the future holds!

For more insight on the power of technology in healthcare, see Precision Medicine Gives Cancer Patients New Hope In 2017.


Rita Shapiro-Das

About Rita Shapiro-Das

Rita Shapiro-Das is a detail oriented, entrepreneurial Marketing Manager who understands all the different aspects and components of growing a business.