AI-Backed QA for Healthcare: Drive Engagement, Ensure Compliance, Meet Care Needs

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.

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AI-Powered QA for Intense Healthcare Demands

Tailored solutions for healthcare companies

Challenge

Solution

Keeping PSRs engaged to avoid attrition

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.

Tailored, strengths-based coaching backed by AI

Analyze 100% of interactions with AI, pinpoint where PSRs excel and struggle, build tailored coaching plans based on strengths and weaknesses. Deliver quick feedback via personalized dashboards. Simplify onboarding and reduce hiring costs with our LMS. Use QA to identify ideal skill sets, target recruitment, and avoid future churn.

Navigating complex regulatory demands

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.

100% complaince coverage with AI automation

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.

Ensuring CX and efficiency as healthcare evolves

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.

Market-leading QA reporting and BI

Automatically analyze every interaction with AI, to identify process flaws, PSR strengths & weaknesses, 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.

Webinar | Making a Difference: Confidence & Compliance in Healthcare Customer Service

Learn how to identify and recruit for key PSR competencies, deliver impactful healthcare coaching, and design your QA program for a changing regulatory landscape.

Our Track Record

How ConnectPay Used Scorebuddy to Boost Agent Performance and Mitigate Compliance Risk

How Moneyboat Used Scorebuddy to Increase Agent Engagement and Win Awards

How BenefitMall Created an Effortless Customer Experience With Scorebuddy

See all case studies here

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Our Healthcare Customers

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

Eilis Maire M, Quality Assurance Analyst, Small Business Healthcare Customer

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.

Portia G, Enterprise Healthcare Customer

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.

Tykia T, Mid-Market Healthcare Customer

Healthcare partners

FAQ

Does Scorebuddy provide audit trails and reports, so I can demonstrate compliance to healthcare regulators?

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.

How customizable is GenAI Auto Scoring? Can you configure the scoring criteria?

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.

How much does Scorebuddy cost?

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.

How does the trial process work?

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.

Is Scorebuddy ISO 27001 certified?

Yes, Scorebuddy is fully ISO27001 certified. You can read details of our security and data usage practices here.