How omnichannel communication can ease the administrative burden on staff

How omnichannel communication can ease the administrative burden on staff

Reading Time: 2 minutes

An omnichannel platform is a mechanism to communicate seamlessly using various channels, such as in-app messaging, email, video chat and phone.

This multifaceted approach has many benefits for providers — including the ability to increase staff productivity, improve billing efficiencies, and retain revenue through returning patients and referrals. But most of all, omnichannel communication can ease the administrative burden on staff, which is critical for home-based care organizations facing the ongoing labor shortage.

In this blog, we’ll explore five communication workflows that can lead to these benefits, as well as their use cases and the value they provide.

Workflow #1: Secure message initiation by patients or their caregivers
Use case: Patient questions

This workflow can improve patient retention, therapy adherence and overall satisfaction. It can also increase staff productivity by reducing the need to call patients back — all while reducing cost per patient and increasing revenue.

Workflow #2: Internal staff communication and collaboration within specific groups
Use case: Staff-to-staff messaging

The ability to communicate internally within specific groups like nursing, pharmacy, etc. can increase productivity through asking questions and sharing updates, increase satisfaction among staff, and increase revenue.

Portrait of female nurse using tablet at hospital

Workflow #3: Refill delivery coordination via secure messaging
Use case: Delivery coordination

Coordinating refill deliveries has long been a hassle for home-based care providers, often resulting in phone tag and emails just to confirm arrival. This workflow can increase patient satisfaction, staff productivity, and revenue.

Workflow #4: Scheduling collaboration via secure messaging
Use case: Visit coordination

The easy coordination of visit times and scheduling changes can increase patient satisfaction, staff productivity and revenue — all while reducing the cost per patient.

Workflow #5: Medication or therapy tolerance check-in
Use case: Medication or therapy tolerance

When staff can easily check in on how a patient is tolerating a new medication or therapy, adherence to therapy increases — along with patient satisfaction, staff productivity and revenue.


Talk to a CitusHealth expert to learn how your organization can bring omnichannel communication to the staff you employ and the patients you serve.


Melissa Kozak
Melissa Kozak
RN, BSN, Co-Founder, President, CitusHealth

As a registered nurse, Melissa has a deep understanding of the post-acute industry. Her extensive clinical care and operational insight led her to become the visionary entrepreneur she is today. With CitusHealth, she’s created our industry’s first end-to-end digital health collaboration platform to solve the complexities of managing post-acute continuum of care and patient and family engagement challenges.