As the healthcare landscape continues to shift toward a digital-first future, the role of the contact center is becoming mission-critical in delivering meaningful patient experiences. HCCT 2025 (Healthcare Contact Center Times Conference) arrives at a crucial moment—when healthcare organizations must modernize operations to stay competitive, compliant, and, most importantly, connected to their patients.
CX leaders attending this year’s conference will encounter a future-forward agenda centered around AI, automation, and omnichannel strategies—all designed to transform how care is delivered, how revenue is recovered, and how loyalty is earned. Before the industry converges in Atlanta, here’s what every customer experience leader should keep top of mind.
Healthcare is no longer just about treatment; it’s about connection, clarity, and continuity. Contact centers, once seen as cost centers, are now being reimagined as strategic hubs for patient engagement.
Patients expect the same speed, personalization, and consistency they receive from consumer brands—and they aren’t afraid to switch providers if they don’t get it. According to recent studies, nearly 70% of patients say they would switch providers for better digital service.
That’s a wake-up call.
The modern contact center is the first and often the most frequent touchpoint for patients. Whether it’s for scheduling, billing inquiries, or follow-up care, these interactions shape the patient journey. Investing in experience transformation here isn’t just a CX decision—it’s a business one.
To meet these rising expectations, CX leaders must stay ahead of these core trends defining the next generation of healthcare engagement:
1. AI-Powered RCM for Experience + Efficiency
Revenue Cycle Management (RCM) used to live in the back office. Now, it's front and center in the patient journey. Delays, confusion, or lack of clarity around billing can derail satisfaction and trust.
Modern solutions are integrating AI into RCM workflows to:
By improving both speed and accuracy in the financial journey, AI in RCM is helping providers reduce administrative burden while delivering a smoother, more transparent patient experience.
2. Omnichannel Communication is No Longer Optional
Patients want to interact with their healthcare providers through the channels they use every day—text, chat, voice, email, and even social platforms. More importantly, they want these channels to be connected.
An omnichannel strategy ensures that:
For example, imagine a patient starting a conversation over live chat, rescheduling via email, and receiving a follow-up call—without missing a beat. That’s the kind of experience that fosters loyalty.
3. Patient Insights = Better Care + Better Ops
Your contact center holds a goldmine of patient insights. Every interaction is a data point—an opportunity to learn what your patients need, prefer, and expect.
Leading CX teams are using these insights to:
With robust patient analytics tools, organizations can turn raw data into actionable intelligence—helping not just the contact center, but the entire organization improves care delivery.
Let’s break this down with an example. A multi-location urgent care chain noticed high no-show rates for follow-up visits. Traditional analytics showed the pattern, but patient analytics revealed why: patients weren’t receiving timely reminders, and many found the portal hard to navigate.
By integrating AI-powered messaging and reworking their appointment reminder cadence (based on patient feedback), they reduced no-shows by 30% in three months.
That’s the power of putting patient insights at the center of operational planning.
Whether you’re a veteran in digital health or just beginning to rethink your contact center approach, here are four practical steps to align your strategy ahead of HCCT 2025:
Audit Your Current Ecosystem
Start by mapping out your end-to-end contact center journey. Where are the delays? What do patients complain about most? Are your systems connected or siloed?
Embrace AI Where It Makes Sense
Not every function needs automation—but many should be. Focus on areas like triaging, appointment reminders, and billing queries for quick wins.
Champion Patient-Centric Metrics
Move beyond traditional call center KPIs (like call duration). Instead, track first-contact resolution, sentiment scores, and patient effort.
Create a Feedback Loop
Implement simple post-interaction surveys or patient callback requests. Then, use that data to continuously optimize.
At this year’s HCCT, Gans Subramanian (Managing Partner, B-TRNSFRMD) will co-host a must-attend session: “Transforming RCM with AI for a Seamless Patient Experience” with Jay Indrakumar (Vice President IT) and will discuss how AI-enabled automation and omnichannel engagement are reshaping the financial journey for patients—and making life easier for revenue teams.
The session features a real-world case study of an Atlanta-based urgent care provider that used intelligent automation to:
If you’re looking for an actionable blueprint for operational efficiency and patient delight, this session is not to be missed.
Explore the full session details →
The future of healthcare contact centers isn’t just powered by AI, analytics, or automation—it’s powered by trust. Trust that every patient will be heard. Trust that their data will lead to better experiences. And trust that care begins with communication.
As a CX leader, your role is pivotal in making that future real.
So as you prepare for HCCT 2025, don’t just think about systems—think about stories. The stories your patients will tell after every call, click, or message. Let’s make sure they’re the right ones.
Ready to connect at HCCT 2025?
Let’s talk about how to modernize your contact center with intelligence, empathy, and impact.
Visit B-TRNSFRMD to learn more.
