Use AI and quality assurance to keep your PSRs engaged and proactive, stay compliant with evolving regulations, and ensure exceptional patient care experiences in the ever-changing healthcare industry.
Tailored solutions for healthcare companies
Few industries rival healthcare for stress and workload. Long shifts, high mental strain--it's understandable that agents are burning out and attrition rates are soaring. Recruiting suitable PSRs is expensive and time-consuming, they need the right mix of soft and technical skills. And then, retaining them is an even bigger challenge.
Analyze 100% of interactions with AI, pinpoint where PSRs are struggling, and build tailored coaching plans. Deliver feedback faster via personalized dashboards for maximum impact. Leverage a fully featured LMS to simplify onboarding and reduce hiring costs. Use QA to identify ideal skill sets, target your recruitment, and avoid future churn.
Healthcare leaders face a complex regulatory landscape with HIPAA and other evolving requirements. With such huge responsibilities around customer care and data privacy, compliance is priority #1. Any lapse could lead to big financial and reputational damage.
Scale to 100% coverage with GenAI Auto Scoring and ensure compliance. Build custom scorecards with auto-fail rules, critical failure measures, and alerts. Quickly identify agents that pose a compliance risk and intervene immediately to prevent a regulatory lapse.
Healthcare is an ever-evolving industry. As customer expectations and demand for personalized patient experiences grow, new technology and processes emerge. To stay ahead you must be able to comprehensively analyze your operations and adapt quickly.
Automatically analyze every interaction with AI, to identify process flaws, PSR weak points, and changing patient needs. Use QA reporting and business intelligence to build custom reports, identify root causes, and track sentiment. Eliminate data silos with seamless integrations.
Learn how to identify and recruit for key PSR competencies, deliver impactful healthcare coaching, and design your QA program for a changing regulatory landscape.
Want to cut your QA costs in half, eliminate hours of manual work, and uncover deeper insights into your business? Here's our 3-step guide to getting started with contact center AI.
All the latest in QA and the healthcare sector
In Healthcare contact centers, Quality Assurance programs ensure that a consistently high standard of patient interaction and patient care is delivered along each step of the patient journey.
Efficient communication is vital in the fast-paced world of healthcare. Patients need prompt, empathetic, and accurate responses, while providers need to juggle the endless demands of a high-pressure environment.
Swapping traditional coaching methods for integrated call center coaching brings a wide range of benefits, including improved performance, better customer service, and, perhaps most importantly, increased agent engagement.
Scorebuddy is accessible, easy to use, easy to edit scorecards & aesthetically pleasing. It has a clear layout & it is easy to understand. For someone who has to train new agents, Scorebuddy is very easy to explain & show them how to use resources. I work in quality assurance for many international healthcare companies & Scorebuddy offers us a platform to be able to complete evaluations & provide our agents with feedback & a visual breakdown of each section along with the marks they have received
Intuitive and helpful. I love the ability to quickly filter search results by QA agent and teams/score cards. I love that we can add tags for visibility on items we'd like to track and trends we want to report. The graphs and causes categories are also so helpful when it comes to 1:1 coaching with agents. I love working within Scorebuddy.
Amazing. Scorebuddy has been a very helpful tool in helping us manage the overall quality of our team's calls while ensuring they are hitting all the key points. I like that I am able to receive alerts via email when an agent does not pass their QA.
Yes. Scorebuddy includes analytics and reporting tools that you can use to provide a clear, demonstrable audit trail and illustrate your due diligence to regulators.
You can also build custom reports specifically aligned with your unique regulatory requirements and showcase how you’ve implemented agent and PSR coaching to mitigate previously identified risks.
With Scorebuddy BI, our business intelligence add-on, you can build reports even faster with a drag-and-drop interface and share with every stakeholder—even if they don’t have access to Scorebuddy.
Yes, the AI scoring criteria is completely configurable. Unlike other AI-QA tools, with rigid limitations and predefined question sets, GenAI Auto Scoring puts the power of AI in the hands of the end user. You can adjust sections, questions, answers, comments, causes, tips, and more to your liking.
You'll even be able to apply tailored scorecards across the business, ensuring you meet the unique needs of different channels, interaction types, departments, and more.
Details of our different plans are available here. You can view the features included with our Business and Enterprise plans, as well as details of optional add-ons like Scorebuddy BI, Scorebuddy Coaching, and our integrated, fully featured learning management system.
You book a meeting and tell us about your needs and challenges. Using this information, we design a custom trial just for you. You'll have a dedicated account manager throughout the entire process and full access to our QA solution. At the end of our trial period, we'll catch up and see how it went.
Yes, Scorebuddy is fully ISO27001 certified. You can read details of our security and data usage practices here.
Full access to Scorebuddy. No commitment, no payment info required.