5 Ways to Use Samesurf Co-browsing Solutions in Healthcare

Samesurf holds foundational patents on Modern Cobrowsing and Agentic AI.

The healthcare industry is undergoing a profound digital transformation. This shift is not merely a technological upgrade but a fundamental reimagining of patient care. Patients now expect convenience, transparency, and a more personalized experience than ever before. Despite the widespread adoption of digital tools such as electronic health records (EHRs), telemedicine platforms, and online appointment scheduling systems, many healthcare organizations still face significant challenges in providing a seamless patient experience. These systems, while designed to enhance efficiency, can present usability barriers for patients who are less familiar with technology.

Frustration with digital platforms can lead to decreased engagement, dropped interactions, and lower overall satisfaction. A major challenge lies in bridging the gap between a patient’s online journey and a human support agent’s ability to provide real-time guidance that feels intuitive, hands-on, and empathetic. For decades, screen sharing was the default method for remote assistance. However, screen sharing exposes a user’s entire desktop, including sensitive files and applications, creating serious security and privacy risks. In healthcare, where the protection of patient information is paramount, this approach is often inadequate.

Collaborative browsing, or co-browsing, offers a safer, more effective alternative. Samesurf co-browsing solutions allow support agents to view and interact with a patient’s web browser or mobile application in real time while confining the session to a single tab. This ensures that other applications and sensitive information remain private. Unlike screen sharing, co-browsing does not require downloads, installations, or IT modifications and works seamlessly on any device or browser. It also includes built-in security features such as automatic data masking and redaction, which are essential for safeguarding sensitive patient information. By combining security, convenience, and real-time guidance, Samesurf co-browsing solutions create a frictionless, patient-centered digital experience.

The technology also shifts the patient-provider dynamic in meaningful ways. Screen sharing often feels invasive and can make patients uncomfortable. Co-browsing, by contrast, encourages a partnership. Patients retain control over the session and can start or end it at any time. Features such as in-page control passing, cursor tracking, and screen drawing create a side-by-side, collaborative experience that transforms potentially frustrating support interactions into empathetic, human-centered guidance. This approach builds trust and ensures that patients feel confident navigating digital health tools.

Samesurf co-browsing solutions are purpose-built for healthcare. The platform operates on any device or browser without coding, installs, or IT support, making it accessible to patients with varying levels of technical proficiency. Core features include HD audio and video chat, screen drawing, and screen redaction. The platform is fully compliant with HIPAA, GDPR, and PCI-DSS standards, making it a secure and reliable tool for healthcare organizations.

Five Ways Samesurf Co-Browsing Solutions Enhance Healthcare

1. Streamlining Patient Onboarding and Portal Navigation

As healthcare providers continue to adopt digital platforms, patient portals have become essential for managing EHRs, telemedicine visits, prescription refills, and more. Adoption is often limited due to usability challenges, which can frustrate patients and reduce engagement.

Samesurf co-browsing solutions provide a hands-on way to guide patients through digital processes in real time. Support agents can visually demonstrate how to set up accounts, reset passwords, or navigate medical records. Sensitive information is masked, protecting privacy while providing high-touch support. This proactive approach reduces frustration, ensures successful portal adoption, and minimizes future support calls. By teaching patients to use digital tools effectively, healthcare organizations build a self-sufficient patient base and reduce long-term operational costs.

2. Enhancing Telehealth and Virtual Consultations

Telehealth has transformed healthcare by making care accessible and convenient. Despite its benefits, virtual consultations can pose communication challenges. Explaining complex diagnoses or treatment plans verbally can be difficult, and patients may struggle to share relevant documents or follow instructions on a screen.

Samesurf co-browsing solutions, combined with HD audio and video chat, provide an interactive, collaborative virtual experience. Clinicians can visually guide patients through lab results, billing pages, or medication schedules without seeing private medical information. Research shows a 39 percent increase in patient satisfaction and a 31 percent rise in online medical consultations when using Samesurf co-browsing solutions. By providing clarity, accessibility, and human-centered interaction, co-browsing strengthens trust and engagement between patients and providers.

3. Simplifying Administrative Tasks and Claims

Navigating insurance forms, billing inquiries, and benefit applications is often frustrating and error-prone. Mistakes can cause claim denials, delays, and a cycle of repeated support requests.

Samesurf co-browsing solutions allow administrative staff to guide patients through forms step by step. Agents can highlight specific fields, offer instructions, and input data with the patient’s permission. This approach ensures accuracy and reduces errors, leading to a 29 percent increase in completed forms, a 42 percent improvement in first-call resolution, and shorter average handling times. Accurate first-time submissions reduce the need for follow-ups, improve operational efficiency, and enhance the overall patient experience.

4. Revolutionizing Patient Support and Experience

Traditional support methods, including phone calls and live chat, can be inefficient and frustrating. Patients often struggle to describe visual problems verbally, leading to long interactions and poor satisfaction.

Samesurf co-browsing solutions transform support into a collaborative, hands-on experience. Agents can see exactly what patients see and provide visual guidance through cursor tracking, screen drawing, and annotations. This approach results in a 42 percent improvement in handling times and a 33 percent increase in patient satisfaction ratings. Patients feel understood and supported, creating a more positive experience that builds trust and encourages loyalty.

5. Powering Secure Internal Collaboration

Samesurf co-browsing solutions are equally valuable for internal teams. Miscommunication and siloed information can slow operations and reduce efficiency. Co-browsing allows staff to view the same interface in real time, enabling collaborative troubleshooting and knowledge sharing across departments. Billing teams, IT staff, and clinical personnel can resolve issues faster, reducing delays and increasing organizational agility. This dual-use capability makes Samesurf co-browsing solutions a strategic investment, enhancing both patient-facing services and internal operations.

Measurable Impact and Business Value

Samesurf co-browsing solutions deliver tangible business benefits that extend across patient experience, operational efficiency, and growth metrics.

Patient Satisfaction: Studies show a 39 percent increase in satisfaction for virtual consultations and a 33 percent rise compared to traditional support methods. Higher satisfaction leads to better retention, referrals, and engagement with digital services.

Operational Efficiency: Organizations using Samesurf co-browsing solutions report a 42 percent improvement in handling times and first-call resolution, reducing follow-up calls and administrative overhead. Agents can focus on higher-value, proactive patient engagement initiatives, improving overall productivity.

Growth and Service Utilization: Online consultations increase by 31 percent, and completed forms rise by 29 percent when using co-browsing solutions. These improvements enhance revenue generation and streamline billing processes, turning support teams into strategic enablers of growth.

Security and Compliance: The platform adheres to HIPAA, GDPR, and PCI-DSS standards. All data is encrypted, and sensitive information is masked or redacted. Co-browsing is confined to a single browser tab, ensuring agents cannot access unrelated data. Session recordings maintain redactions for compliance, balancing security with accountability.

The Future of Healthcare with Samesurf Co-Browsing Solutions

Samesurf co-browsing solutions are more than a tool; they are a strategic enabler of digital transformation in healthcare. By combining secure, real-time guidance with a human-centered design, the platform enhances patient experiences, simplifies workflows, and improves operational efficiency. It enables healthcare organizations to reach patients with technological or cognitive barriers while providing a white-glove support experience that sets a new standard for care.

From onboarding and telehealth to administrative support and internal collaboration, Samesurf co-browsing solutions bridge the gap between technology and human connection. They make the patient journey more empathetic, efficient, and ultimately more human, positioning healthcare organizations to thrive in an increasingly digital, patient-centered environment.

Visit samesurf.com to learn more or go to https://www.samesurf.com/request-demo to request a demo today.