3 Ways Healthcare Providers Can Prepare for Critical Mass Communications
With several COVID-19 vaccines now being rolled out in multiple countries, coordinated two-way mass communication between providers and patients regarding vaccines will be essential. Providers need to be ready to respond to the influx of questions they will receive and be able to share the latest information with patients.
Vaccine rollout has already started—is your organization ready to communicate at scale? Below, we cover three steps organizations can take to ensure they are prepared to provide critical information, appointment scheduling and real-time updates needed for COVID-19 vaccination distribution.
1. Scale inbound and outbound communication capabilities
Millions of Americans will want the latest information about the vaccine and healthcare providers will want to provide updates as soon as they can. But an influx of customer inquiries may drive extreme inbound volumes that contact centers or websites may not be able to handle.
During the pandemic, we have worked with governments and other organizations that have been inundated with hundreds of thousands of calls, as well as pharmacies that needed to make millions of outbound calls to their customers. Being able to receive and respond to incoming messages, as well as communicating with customers at scale, will be an important component of vaccine communications.
2. Provide clear, proactive communications
The rollout of COVID-19 vaccines is understandably creating a lot of interest, but also many questions: When is the vaccine coming to my area? How soon will I get it? How many shots will I need? Where do I go to get the vaccine?
Answering common questions about vaccine distribution and scheduling, or facility working hours, can reduce call volumes and give patients the information they need. We worked with a national pharmacy chain to set up an outbound call campaign within hours, proactively notifying 15 million customers about what services were still being offered during a shelter-in-place order.
3. Be available across multiple channels
Not every customer or patient want to receive information in the same way. Some customers prefer email updates or text messages, while others still need print and mail or contact center support. Health systems are already tight on resources due to the pandemic, so automating and orchestrating multichannel communication will help ensure patients have the information they need, when and where they need it.
During the pandemic, CSG has worked with pharmacy chains, governments and other organizations to quickly scale communications with customers across channels. From voice to text to email to print and mail, we’ve helped organizations provide the critical information patients and customers need, as well as to be responsive to regulatory requirements.
We have stood programs up in hours to handle hundreds of thousands of incoming calls, provided self-help options and been able to deploy SMS and email programs on short notice. Having a partner that can be responsive and turn around large-scale communication initiatives in hours is essential given the very fluid nature of the pandemic and the vaccination deployments.