The hospital’s patient financial services department has been using Noble’s blended contact technology platform since 2004, according to a news release. However, Florida Hospital is now extending the platform to include its customer care, scheduling, imaging and internal IT support departments.
The hospital is also adding Noble tools including Noble IVR, which allows patients to navigate self-service voice menus to schedule appointments and make payments, and Noble ShiftTrack, which allows Florida Hospital to generate inbound call forecasts and optimize agent scheduling, according to a news release.
“We are beyond excited to broaden the scope of our involvement with Noble, adding extra agent support for our patient and internal communications across multiple departments,” Carlos Escobar, vice president of information systems at Florida Hospital, said in a prepared statement. “We anticipate the advanced inbound call routing and workforce management technologies to be especially impactful for the productivity of our patient-facing customer care, IT solution center and financial services teams.”
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