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As the healthcare industry looks to quickly adopt and integrate telemedicine/telehealth software into daily use, the capabilities of healthcare businesses will increase as well.
One potential area of concern during this migration is the potential for a bottleneck during the onboarding of new users. It is important to make a good first impression users that agree to use the software by making the onboarding process efficient and easy.
One thing that will ruin a new relationship before it ever gets started is clunky, time-consuming agreements and consent forms. If users have a hard time navigating the initial documents or if it takes a substantial amount of time to complete, they might think the trend will continue into other areas of their relationship with the healthcare provide.
By focusing on digitally tracking and receiving documents, the amount of time needed to onboard a new user goes down drastically and will have a positive impact in the beginning of partnerships.
One of the changes we foresee in healthcare is that it will adapt the practices of e-commerce. The more ubiquitous telemedicine software becomes, the more customers/patients will get used to and expect e-commerce-like service from their healthcare providers. That is, they will want quick, frictionless service with great user experience.
However, this is very difficult to achieve if the telemedicine software itself isn't prepared to collect acceptance data from users. Worse, if it isn't prepared to manage the volume of agreements, consents, and waivers that results from popular usage.
Some telehealth software providers have decided to move away from the traditional contracting workflow and have found success in a digitally native system. By utilizing a digital process, the legal team can create several templated contracts that only need to have the new vendor’s information added and the terms of the agreement. This will help decrease the amount of time the legal team has to spend creating a new contract every time a partner is brought on.
As the demand continues to rise in the healthcare sector it is important to reach users no matter where they are in the world. One way to make the process of customer onboarding quick and efficient is to create a centralized user hub that utilizes a self-service workflow.
Through this digital channel, users can onboard themselves without you getting involved, turning the process into a quick and easy experience. From this, your company will be able to grow the volume of new users without sacrificing time, resources, or quality.
One, if not the most, tedious documents that must be filled out for new vendors and customers are the ones involving terms & conditions. Some companies’ terms & conditions can be as long as 15 pages and include an abundance of legal jargon.
To make it easier on partners who are new to your business, you can offer what is called a clickwrap agreement. These agreements make the process much easier by presenting the terms and conditions digitally. Once the prospect has read through the document, they then only need to click a check box acknowledging that they have read and accepted the terms. It is both efficient and provides for a great onboarding experience.
To learn more about PactSafe and different self-service workflow options for onboarding customers download our eBook “Becoming Self-Service." Also check out PactSafe's contactless contracts and policy kit.