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In healthcare, patients often struggle with using digital portals, completing complex forms, or navigating telehealth tools on their own. So, how can you offer real-time help without compromising privacy or requiring clunky screen-sharing setups?
Co-browsing offers a simple, secure way for teams to guide patients through digital processes, without taking control of their device or exposing sensitive information. It’s a practical solution for improving support, reducing confusion, and delivering a more accessible online experience.
Here are seven specific healthcare co-browsing use cases that show how this technology can enhance care and efficiency across the patient journey.
1. Onboarding patients to digital tools and portals
From electronic health records (EHR) to appointment systems and telemedicine platforms, healthcare organizations increasingly rely on patient portals. However, not all patients find these tools intuitive.
With co-browsing, support agents can visually guide patients through setting up accounts, logging in, and using key features, without ever seeing or storing sensitive personal data. This ensures a smoother onboarding experience, especially for patients who are less tech-savvy.
And with tools like Surfly, this kind of secure, real-time assistance can happen instantly in the browser, no downloads, no complications.
2. Supporting telehealth consultations and virtual visits
Telehealth has become essential for delivering care remotely, but it can present communication and usability challenges for both patients and providers. Co-browsing helps bridge this gap by allowing clinicians and care teams to share documents, treatment plans, and visuals directly within the session.
Unlike standard screen-sharing, co-browsing restricts visibility to specific browser content, reducing the risk of exposing confidential information.
For example, a support agent can help a patient navigate a billing page without ever seeing their medical history or private messages with doctors.
3. Guiding users through complex forms or insurance claims
Navigating insurance forms, billing inquiries, or benefit eligibility applications can be daunting, especially when done online. Co-browsing empowers support teams to guide patients or policyholders through forms step-by-step, without taking over their screen or compromising privacy.
This approach is especially helpful for complex, multi-step processes like government submissions, where even a small mistake can lead to delays. By minimizing confusion and eliminating unnecessary back-and-forth, co-browsing helps ensure forms are completed accurately on the first try.
For healthcare organizations focused on improving digital self-service and reducing call center load, co-browsing offers a clear path to more efficient and accessible patient support.
4. Assisting internal teams across departments
Behind every smooth patient experience is a well-coordinated team. And while co-browsing is usually seen as a tool for helping patients, it can also be a game-changer for internal collaboration.
For example, billing teams can walk front-desk staff through payment systems, or IT departments can troubleshoot tools alongside clinicians, all by seeing and interacting with the same interface in real time. This shared visibility reduces miscommunication and speeds up issue resolution across departments.
When thoughtfully implemented, co-browsing integrates seamlessly into existing workflows, helping teams work more efficiently. It also complements other visual engagement tools that enhance internal collaboration and operational agility.
5. Handling sensitive support cases securely
Healthcare organizations must handle sensitive personal and medical information with the utmost care. Co-browsing provides a secure way to assist patients remotely without viewing or storing any private data.
For example, Surfly is a HIPAA-compliant co-browsing platform that includes features such as data masking, agent control restrictions, and full session audit logs. This means healthcare support staff can use it securely to handle patient records, insurance disputes, or appointment rebooking.
6. Improving accessibility for patients with tech or cognitive barriers
Not all patients are equally comfortable with digital tools. Elderly patients, individuals with disabilities, or those unfamiliar with technology often face challenges navigating online healthcare systems.
Co-browsing provides an empathetic, hands-on approach to support—enabling caregivers or support staff to assist patients visually and contextually, without requiring the installation of remote access software or complex instructions.
7. Enabling white-glove patient support
For specialty clinics, concierge medical practices, and high-end healthcare providers, delivering a white-glove experience is a key differentiator. Co-browsing supports this level of service by enabling highly personalized assistance—whether it’s guiding a patient through appointment scheduling, pre-procedure preparation, or navigating complex medical information.
When paired with live chat or video, co-browsing creates digital interactions that feel seamless, attentive, and human—mirroring the quality of in-person care.
Why leading healthcare providers choose Surfly
Surfly’s co-browsing solution is purpose-built for regulated industries like healthcare. Key features include:
- HIPAA compliance, including session recording and data masking
- Zero-download access for patients and staff
- Easy integration into existing portals, CRMs, or EHR systems
- Built-in audit and control tools for security and compliance
Unlike generic remote access tools, Surfly was designed to help healthcare organizations collaborate securely, with full transparency and a focus on the patient experience.
Ready to see it in action? Book a Surfly demo and discover how co-browsing can enhance care delivery across your organization.
