Technology is paving the way for human advancement. Surely, healthcare stands to benefit the most from it. In 2021 alone, 37% of adults used telemedicine. It refers to the remote diagnosis and treatment of patients through the use of communication technologies. As the numbers indicate, customers expect better efficiency and a better overall experience from this vital use of technology. This is where verification of documents comes in the clutch to save the healthcare industry.
A prevalent issue in the telehealth business is the verification of proof of identity documents. Cybercriminals can exploit the system by using forged documents and carrying out impersonation scams. This blog discovers the best practices for the verification of documents that can ensure a smoother customer experience and better security in the healthcare industry.
Ensuring a Smooth Customer Experience
Healthcare does not know any bias, it spans all demographics and people in the world. Therefore, a primary concern for the verification of documents is to be inclusive and accessible to all. Since Covid, the healthcare industry has seen tremendous growth. Therefore, to cater to such a diverse customer base, it becomes crucial to focus on the user experience. Moreover, the federal government has flexible policies in place to support telehealth visits financially.
According to a recent post by the Centers for Medicare & Medicaid Services (CMS), this support will continue till the end of 2023. It also emphasises the importance of providing and receiving telehealth services. Here are some key customer experience areas to look for when implementing a document attestation system:
Ease for Frequent Clients
In view of CMS policies and their support, the medical service providers must uphold their end of responsibility by making it easier for patients. Although the verification of documents is an important process, it should not hinder the customer experience in any form. For instance, if a customer makes repeat telehealth visits on the same day, they should not be subject to an exhaustive document validation process at each visit. For this purpose, the service provider must look for a solution that ensures accuracy as well as ease of use.
Seamless Communication
One aspect of the verification of documents is the automatic collection of client data. In a fast-paced industry, such as healthcare, seamless communication can make a critical difference. Accordingly, the medical service provider must ensure the accurate collection of contact information. Therefore, in case of any emergency, the providers can reach out to the patients or their attendants without any hiccups. Doing this will increase the efficiency of the system and strengthen the trust of customers in the provider.
Hassle-Free Document Validation
The key purpose of any modernisation in healthcare or any such industry is the user experience. If the customers do not find it easier to use than the previous implementation, the solution achieves no purpose. In fact, such a system can do more harm than good. Therefore, in any customer-centric business, the verification of documents comes down to one thing – hassle-free experience. Although it is the responsibility of medical service providers to curb document frauds, they should do so while prioritising the flow of user experience.
Ensuring Security
As discussed, customer satisfaction should be the priority of any process involving the verification of documents. However, the providers should also focus on the security of the document verification process. Trust is one of the essential factors contributing to superior customer retention. But if the security measures are weak, there are higher risks of penetration and breaches. Eventually, this results in poor customer experience. The following measures can be taken to ensure security:
Mitigating Fraud Cases
In countries like the US, there are organised attacks to claim unlawful insurance claims. Moreover, scammers may impersonate genuine patients and use their credentials to pay for medical services. The only way for hospitals and pharmacies to reduce such attacks is by implementing a robust procedure for the verification of documents.
Accurate Verification of Documents
The document attestation process starts with the onboarding of new customers. However, a robust system does not just stop there. One critical flaw in some solutions is that they provide one-time verification of documents. However, in light of the requirements, the verification should be an ongoing process. Therefore, in case the patient information becomes stale, the system can notify the client to take suitable measures.
Secure and Efficient Verification of Documents in Healthcare
The healthcare industry caters to people of all ages and backgrounds. Due to the recent pandemic, a huge portion of this market is using telehealth services. Therefore, there is an increasing need to adapt to this change and implement measures to streamline the process. An online system for the verification of documents can help the industry become efficient and safeguard customer data. Implementing such a solution is not just an option anymore, it has become a necessary part of the healthcare industry.
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