Methods to Improve Healthcare Contact Centers for Patient Satisfaction

Healthcare contact center experiences can be either excellent and straightforward or frustrating, leading to excessive wait times and low caller satisfaction.

A positive experience can enhance patient satisfaction and foster trust among patients, healthcare providers, and contact agents. However, achieving this is not always easy.

The importance of protecting patient data

Healthcare organizations and contact centers handle immense volumes of personal information daily. In the United States alone, more than 80% of hospitals and 90% of office-based practices rely on electronic health records (EHRs) (see NCBI study). These digital records are convenient for storage and quick retrieval, but may increase the risk of data breaches if not appropriately managed.

Healthcare data on the black market is incredibly valuable because it often includes personal and financial details, such as Social Security numbers and insurance information. According to HIPAA Journal’s healthcare data breach statistics, the industry has witnessed a steady rise in data incidents over the past 15 years.

Contact centers sit at the front lines. Representatives routinely confirm identities, process payments, and discuss confidential medical details over the phone. Failing to secure these exchanges jeopardizes the patient experience and can lead to many problematic outcomes, like identity theft.

1. Implement secure communication channels

One of the most effective ways to improve patient experience is to replace outdated, vulnerable communication protocols with secure, modern systems.

For years, many contact centers have relied on basic phone lines and simple identity checks, such as knowledge-based authentication (KBAs) or one-time passwords (OTPs).

Legacy methods: Familiar yet risky

Although KBAs and OTPs may feel familiar, they were initially designed as supplementary checks. Now, they’re often used as a primary or standalone measure. This is problematic because cybercriminals can steal personal information (via social media, data breaches, or phishing), making these prompts easy to bypass.

Moreover, heavy reliance on these methods can slow down interactions and frustrate legitimate callers. If your center primarily uses KBAs or OTPs, it’s crucial to remember their limitations. They should be part of a multifactor authentication strategy, not the only line of defense.

Tips for modernizing communication for increased patient satisfaction

To learn more about the drawbacks of legacy authentication and the most effective solutions, check out the M&T Bank case study. This study highlights their transition from legacy authentication to a modern cloud solution. It also discusses how these legacy methods are highly vulnerable and why companies are moving toward more advanced options.

2. Cybersecurity training and development

Even the most advanced security measures can be undermined by human error.

Staff development in cybersecurity supports data security and can boost patient satisfaction with smoother calls and fewer errors. Here are more tips:

When staff are confident and well-informed, calls are more likely to move faster to help patients feel more reassured, and mistakes become less likely.

3. Monitor the security quality of calls

A healthcare contact center should continuously evaluate the “security health” of its calls and check how well agents are performing.

This involves more than just checking call volume or average handle time; it also means analyzing how well each call adheres to your established data security standards and guidelines.

Contact centers that treat security quality monitoring as an ongoing process are more likely to identify minor issues before they escalate into severe data breaches.

4. Leveraging advanced technology

Advanced technology can reduce friction while enhancing security, but not all tech is capable of this anymore due to cybercrime’s rapid advancement. AI and advanced verification tools help catch “bad actors” who attempt to impersonate legitimate users or staff.

Voice analysis for enhanced patient privacy

With voice analysis, the system analyzes content-agnostic vocal characteristics—pitch, tone, and highly distinctive patterns that are difficult to fake. This means a fraudster pretending to be a patient or an insurance representative is more likely to be flagged.

Many contact centers face identity theft issues, where impostors claim to be policyholders to glean coverage or request medication. By implementing a voice-based authentication system, the technology can identify discrepancies in tone and frequency, even if the caller has stolen personal details, such as name or date of birth.

For a more in-depth introduction to how voice analysis can enhance patient privacy, see our article on Using Voice Biometric Authentication for Enhanced Patient Privacy.

AI for combating healthcare fraud

Developments in AI allow contact centers to use technology that can automatically detect anomalies in speech, like deepfake voices or suspiciously fast answers to security questions. This approach can help you to quickly separate legitimate callers from malicious actors.

A key benefit of these systems is that they operate behind the scenes. By minimizing tedious identity verification steps, agents have more time to address individual needs, making the interaction feel more personal.

For a deeper dive into how AI can aid fraud prevention, check out how AI can improve healthcare fraud protection.

5. Secure authentication

Secure authentication refers to systems and processes that verify a user’s identity with a higher degree of reliability than standard passwords or PINs. This involves using multiple layers of authentication, such as voice analysis, device intelligence, or real-time analytics.

How secure authentication can help

Multifactor authentication (MFA) and dynamic risk scoring also play a part here. If the system flags a risky call, a second form of authentication, such as a token or advanced voice analysis, can be prompted.

6. Leveraging audio deepfake detection

An audio deepfake uses sophisticated machine learning models, such as Generative Adversarial Networks (GANs), to produce speech that closely mimics a real person’s voice. This can be used to impersonate doctors, insurance representatives, or even patients, potentially leading to unauthorized access to sensitive data.

How audio deepfake detection works

Unlike traditional machine learning models that use only one or two layers, deep learning relies on multi-layered neural networks. Deep learning models use three or more layers—typically hundreds or thousands of layers—to train the models. A system can learn to distinguish genuine audio from synthetic output through these layers, helping identify fraudulent behavior.

Each individual’s voice contains various attributes, such as sound waves, pitch, and speech patterns.

Voice analysis solutions examine vocal liveness, pitch, and other vocal patterns. If the system detects an AI-generated voice, it can escalate the call to an agent with a higher security protocol or block it altogether. These technologies also integrate well with AI-based checks for suspicious caller behaviors.

For a thorough guide on how voice security helps you spot anomalies, see our resource on strengthening security in healthcare contact centers. By detecting synthetic audio in real time, you can reduce the risk of unauthorized script-based attacks or identity theft incidents, which degrade patient experience and trust.

7. Creating a patient-centric culture

By introducing advanced measures, contact centers can safeguard sensitive data.

Still, while technology is crucial, a truly patient-centric culture values privacy as a core principle. Tips for this include:

Enhance patient satisfaction and safety with Pindrop

Pindrop offers a comprehensive solution for healthcare contact centers. Pindrop^® Passport is a multifactor authentication solution designed to authenticate callers swiftly during appointment scheduling, insurance verification, and other core processes.

By reducing reliance on older methods like KBAs or OTPs, Pindrop® Passport focuses on advanced analysis—encompassing voice, behavior, and device intelligence—delivered in real-time. Key advantages:

To learn more about how Pindrop can help your healthcare contact center, visit the Pindrop^® Passport page.