Keona Health Inc. (“Keona” or “the Company”), the Contact Center CRM and Patient Access Platform of choice, today announced that Assistance Services Group, a Sykes Company, experienced enormous spikes in volume for its 235 call center agents. Assistance Services Group operates a healthcare contact center covering approximately 18 million patients in Canada.
“Keona focuses on improving patient access, cutting contact center redundancies, and providing real time intelligence to optimize care.”
“Covid-19 created a surge well over 600% our normal volumes. The combination of productivity, clinical safety, and the ability to work remotely were crucial elements needed to defeat the first COVID wave. In our 20+ years as work-at-home experts, we selected Health Desk in 2018 to help us deliver a responsive and reliable platform that would weather any type of surge such as COVID-19,” said Diane Legault, Senior Director of Telehealth Operations & Client Relations, Sykes Canada.
Keona’s Health Desk provides one seamless interface for handling any patient question including triaging patients with rules-based algorithms and AI-driven workflow. “Health Desk is a mission-critical resource and one that has to deliver robust reliability. We committed hundreds of hours to ensure that every one of our clients successfully navigated the first wave of COVID-19,” said Oakkar Oakkar, Keona Health CEO. “Keona focuses on improving patient access, cutting contact center redundancies, and providing real time intelligence to optimize care.”
Keona Health equips call centers with automated tools for the front-line in Healthcare. The job of front-line call agents is incredibly complicated as it is the patient’s first contact point for answering questions, calming anxiety, and addressing angry complaints. Crucial steps in dealing with patients include determining insurance information, investigating ability to pay, screening for medical acuity, and getting them to a nurse in case their issue is urgent.
Health Desk goes beyond simply having staff work remotely by providing visibility into what employees are doing so managers can coach them and efficiently update workflows. Enterprise call centers and private practice groups can now remotely schedule appointments, create virtual visits, and change workflows in real time. Intelligent Scheduling is a recent addition to the platform providing the most efficient scheduling tool for healthcare providers and their patients. This year Keona also added powerful Telemedicine features tightly integrated with triage and call center workflow. Agents can now, from the office or remotely, provide best in class care for the patients they serve.