At Hims & Hers, technology is not just a tool; it’s the backbone of our commitment to providing exceptional Hims Customer Service. Our purpose-built platform is engineered to facilitate seamless interactions between healthcare providers and patients, ensuring that every touchpoint is efficient, personalized, and supportive. By leveraging a sophisticated technology stack, including our Electronic Medical Record (EMR) system, MedMatch by Hims & Hers, and an intelligent routing system, we empower our providers to deliver high-quality care while simultaneously optimizing the hims customer service journey.
Since our inception, innovation has been at the heart of our mission to broaden access to superior clinical care. We continuously refine our platform infrastructure to elevate the hims customer service experience, making healthcare more accessible and user-friendly. This commitment is reflected in every aspect of our technology, designed to streamline processes and enhance patient satisfaction.
A significant advancement in our platform is the introduction of MedMatch by Hims & Hers. Launched a year ago, this feature provides providers with intelligent insights derived from millions of anonymized data points, enabling them to personalize patient care with greater precision. Initially deployed in a Beta phase to assess its practical utility, MedMatch has since become an integral tool for our providers. Its expansion underscores our dedication to equipping healthcare professionals with the resources they need to determine the most effective treatment strategies, thereby improving hims customer service through better patient outcomes.
Here’s a detailed look at how our integrated technology stack works synergistically to enable providers to offer accessible, personalized care, and ultimately, superior hims customer service to every Hims & Hers customer:
EMR System: Built for Seamless Provider and Customer Interaction
Our proprietary EMR system is the cornerstone of our technological framework, serving as the central hub that connects providers and customers. We have meticulously developed and refined our EMR to process and utilize structured data, achieving several key objectives that directly enhance hims customer service:
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Reducing Provider Administrative Load: Administrative tasks are a major contributor to physician burnout. Our EMR is designed to alleviate these burdens by automating subjective, objective, assessment, and plan (SOAP) notes—the standard documentation for clinical interactions. This automation allows providers to dedicate more time to patient care, a critical element of quality hims customer service. The EMR’s consistent data points ensure a smooth transition of care whenever a customer interacts with different medical providers throughout their treatment journey.
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Enhancing Customer Safety: Patient safety is paramount on our platform. Embedded safety tools within the EMR system proactively highlight potential risks, alerting providers to areas that may require additional attention. This proactive approach ensures that providers are well-informed and can make the best decisions for patient well-being. In situations where a provider determines that telehealth consultation is not suitable, the EMR facilitates referrals to in-person care and resources, including our network of health system partnerships, further ensuring comprehensive hims customer service and safety.
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Improving Platform Efficiency: Our EMR system is structured to maximize efficiency for providers through consistent formats, clear guidelines, intuitive tools, and structured data input. This streamlined process allows providers to concentrate on delivering exceptional patient care, which is fundamental to superior hims customer service. By reducing time spent on administrative tasks and improving workflow, providers can offer more focused and effective consultations.
Provider feedback is integral to the ongoing development of our EMR. We actively incorporate suggestions and critiques to ensure our EMR remains a cutting-edge platform that meets the evolving needs of both providers and customers, continuously improving the backend processes that support hims customer service.
MedMatch: Personalizing Care to Enhance Customer Satisfaction
MedMatch by Hims & Hers is a pivotal component in our strategy to deliver truly personalized care. For a year, it has been instrumental in supporting providers by leveraging artificial intelligence and machine learning to analyze anonymized data from countless patient interactions. MedMatch provides data-driven insights that assist providers in making the most informed treatment recommendations for each patient. The primary goal is to help providers identify the most effective treatment for each patient right from the outset, significantly enhancing the personalized aspect of hims customer service.
MedMatch by Hims & Hers supports providers in delivering truly personalized care for every individual
MedMatch is particularly valuable in specialties offering a wide array of personalized solutions. Initially deployed in Mental Health, it has expanded into Weight Loss, aiding providers in determining the appropriate medication, titration schedule, and personalized end dosage for each individual. We believe this level of personalization profoundly impacts our customers’ experience. Data indicates that customers who perceive their treatment as effective and manageable are more likely to adhere to their treatment plans. This is especially evident in our Weight Loss program, where we’ve observed a high level of treatment adherence, reflected in a low 13% subscription cancellation rate after the first month among GLP-1 users. This adherence is a testament to the enhanced hims customer service achieved through personalized treatment plans.
Clever Routing: Connecting Customers to the Right Support Team Faster
To further refine our platform, we implemented ‘clever routing,’ an intelligent system designed to optimize the distribution of customer requests to the most appropriate support teams: Provider Network, Care Team, and Customer Service. Recognizing that ongoing support is as critical as initial clinical decisions, clever routing ensures customers receive continuous assistance throughout their journey, addressing side effects, adapting to life changes, and resolving platform-related queries. This system directly impacts the efficiency and effectiveness of hims customer service.
Clever routing gets our customers to the person they need faster
Clever routing, developed in-house, is specifically tailored to the nuances of our specialties and customer behavior. It efficiently matches each inbound customer request with the professional best equipped to handle their specific needs. For example, urgent concerns about severe side effects are immediately routed to a provider for prompt medical attention. Questions regarding medications or mild side effects are directed to our 24/7 care team of nurses. Platform-related inquiries, such as shipment tracking or subscription renewals, are efficiently handled by our dedicated customer service team. This optimized routing has significantly enhanced hims customer service, evidenced by a reduction in average customer wait times by over 40% in our Weight Loss specialty since its launch in late 2023.
As our platform expands, clever routing will continue to be instrumental in enhancing the overall hims customer service experience. By streamlining request handling, it allows each team to focus on their core competencies, ultimately providing our customers with world-class support and service.
By harnessing the collective expertise of hundreds of providers and analyzing millions of anonymized data points, the Hims & Hers platform empowers providers to identify the most suitable personalized solutions for their patients. We firmly believe that this technology-driven approach significantly contributes to helping our customers achieve their health and wellness objectives, reinforcing our commitment to exceptional hims customer service.
For a more detailed understanding of our platform operations, please visit https://www.hims.com/how-it-works.
