Using AI to measure soft skills improvement in patient calls over time

Using AI to Measure Soft Skills Improvement in Patient Calls Over Time

In the complex world of healthcare, communication is not just about relaying information; it’s about connecting with patients during some of their most vulnerable moments. Healthcare contact center agents must balance empathy with compliance, deliver difficult information while adhering to HIPAA standards, and navigate emotionally charged situations involving health, fear, and life-altering decisions. This unique complexity necessitates a focus on soft skills, such as emotional intelligence, active listening, and effective communication.

As healthcare organizations strive to enhance patient experience, the need to measure and improve these soft skills over time becomes paramount. This is where AI technology can play a transformative role, enabling organizations to assess the effectiveness of their agents in real-time and provide tailored coaching to foster continuous improvement.

The Healthcare Conversation Reality

Healthcare conversations are unlike those in any other industry. Agents frequently handle calls from patients who may be facing medical emergencies, dealing with denied coverage, or seeking information about loved ones while navigating privacy laws. Each interaction carries emotional weight and regulatory risk, making the development of soft skills essential for effective communication.

For Patients/Families:

  • The stakes are incredibly high, often involving health, life, and financial security.
  • Patients may experience fear and vulnerability, asking questions like, "Is this cancer?" or "Will I lose coverage?"
  • Many patients lack medical literacy, making it difficult to understand diagnoses, treatment options, and insurance terms.
  • Frustration with the healthcare system—such as long wait times and billing disputes—can exacerbate emotional dysregulation.

For Agents:

  • They face regulatory constraints, particularly HIPAA, which limits what can be shared and with whom.
  • Agents absorb the emotional weight of patient fear, anger, and desperation throughout their shifts.
  • They have limited authority to make decisions or expedite care, which can lead to moral complexity when patients need immediate assistance.
  • Information asymmetry often exists; agents know that the news they must deliver will upset the patient, but they must still adhere to compliance protocols.

Understanding this reality is crucial for organizations aiming to improve the quality of patient interactions.

AI Coaching: Bridging the Training Gap

Traditional healthcare training often emphasizes HIPAA compliance and medical terminology but may overlook the emotional intelligence necessary for delivering bad news, de-escalating frightened patients, and handling the moral complexities of being the "face" of a healthcare system. AI coaching provides a solution by creating a safe space for agents to practice these conversations.

Preparation:

  • Identify key soft skills that need improvement, such as empathy, clarity, and active listening.
  • Gather data on common scenarios agents face, including difficult conversations and emotional interactions.

Execution:

  • Use AI-powered platforms like Insight7 to simulate realistic patient interactions, allowing agents to practice their responses in a controlled environment.
  • Incorporate roleplay scenarios that reflect the emotional intensity of real patient calls, enabling agents to experience fear, anger, and desperation without real-world consequences.

Evaluation:

  • After each roleplay, AI can provide immediate, data-driven feedback on the agent's performance, assessing empathy, clarity, and adherence to compliance protocols.
  • Track progress over time to identify skill improvements and areas needing further development.

Iteration & Improvement:

  • Use insights gained from AI evaluations to refine training programs, focusing on the most impactful areas for each agent.
  • Encourage ongoing practice and feedback loops to foster a culture of continuous improvement.

By integrating AI coaching into training programs, healthcare organizations can ensure that agents are equipped with the soft skills necessary to handle high-stakes conversations effectively.

Real-World Scenarios for AI Coaching

To illustrate the effectiveness of AI in measuring soft skills improvement, consider the following scenarios that healthcare agents might encounter.

Scenario 1: HIPAA Verification with an Anxious Spouse

Setting: A spouse calls about their partner's condition in the emergency room.
Participants: Healthcare agent, anxious spouse.
Process:

  1. The agent must verify the spouse's identity and authorization to discuss the patient's information.
  2. Use empathetic language to acknowledge the spouse's anxiety while explaining the necessity of verification.
  3. Provide clear next steps for how the spouse can gain access to information.

Outcome: The agent successfully verifies the spouse's identity while maintaining empathy, resulting in a calmer interaction and a satisfied caller.

Scenario 2: Delivering Bad News

Setting: A patient calls to inquire about test results.
Participants: Healthcare agent, patient.
Process:

  1. The agent must prepare to deliver potentially distressing news regarding the patient's health.
  2. Use AI simulations to practice delivering the news clearly and compassionately.
  3. Provide the patient with actionable next steps and resources for support.

Outcome: The agent delivers the news with empathy and clarity, ensuring the patient feels supported despite the difficult information.

Scenario 3: Handling a Billing Dispute

Setting: A patient calls to dispute a bill for a treatment that was not covered.
Participants: Healthcare agent, frustrated patient.
Process:

  1. The agent must navigate the conversation while acknowledging the patient's frustration.
  2. Use AI roleplay to practice explaining the billing process and potential options for appeal.
  3. Provide reassurance and empathy throughout the conversation.

Outcome: The agent resolves the dispute while maintaining a positive rapport with the patient, leading to increased satisfaction.

By incorporating these scenarios into training, healthcare organizations can effectively measure and improve agents' soft skills over time.

Measuring Success: AI as a Continuous Improvement Tool

The integration of AI in measuring soft skills improvement yields significant benefits for healthcare organizations, including:

  • Enhanced Patient Satisfaction: Patients feel heard and understood, even when the news is difficult.
  • Reduced Compliance Risks: Agents are better equipped to navigate HIPAA regulations while maintaining empathy.
  • Increased Agent Confidence: Ongoing practice and feedback lead to improved performance and job satisfaction.

AI-powered platforms like Insight7 not only provide the tools for training but also offer the analytics necessary to track progress over time. By leveraging these insights, organizations can continuously refine their training programs, ensuring agents are equipped to handle the emotional complexities of healthcare conversations.

In conclusion, the use of AI to measure soft skills improvement in patient calls represents a transformative approach to training in the healthcare sector. By prioritizing empathy, clarity, and effective communication, organizations can enhance patient experiences and outcomes while supporting their agents in navigating the emotional landscape of healthcare conversations.