Health Clinic Captures Lost Revenue Through Outsourcing

Case Study
Written By Hailey Plaehn
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The
Results

The health clinic was operating an internal contact center without business intelligence. By partnering with North End Teleservices, LLC (NET) the clinic now knows exactly how many patient calls are attempted, how many are answered, how many are missed and how many appointments are booked. In addition, the clinic knows when transfers to their internal staff are unsuccessful and when patients are not able to reach nurses/providers for follow-up questions. All of which impact the patient experience. By partnering with NET they now have reporting and business intelligence reflecting $2.21M annually in lost opportunity dollars.

 
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The
Challenge

 

The health clinic has multiple service locations providing general and specialized medical, dental, behavioral health, substance abuse and other services. The clinic experienced an average of 800 inbound calls per day. Daily spikes early in the morning, over the lunch hour and after school made it challenging to meet the demand of patients expecting to reach internal staff. The clinic was concerned with costs, staffing, technology and experience needed internally to operate the call center and provide an exceptional patient experience.

 
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Scope of
Services

  • Process mapping and consulting

  • Training material development and management

  • Quality assurance process development and management

  • Enhanced patient experience

  • Development of automated caller front end and Interactive Voice Response (IVR) pathing

  • Baseline measures and establishment of KPI’s

  • Customer Relationship Management (CRM) development, customization and management

  • NET is HIPAA Compliant

 
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The
Solution

 

NET partnered with the health clinic to develop and document a training program and establish NET’s remote connectivity to the scheduling system. NET developed a centralized phone line freeing up internal staff and a centralized contact center for scheduling, confirming, reminding and follow-up of appointments. The goal was to provide First Contact Resolution (FCR), eliminate long wait times during peaks and deliver an exceptional patient experience. NET has consistently achieved a scheduling error rate of <1%. Complex medical calls are directly transferred to internal clinical staff. In addition, NET developed and implemented a custom CRM to enhance the process, provide additional business intelligence reporting and aid in FCR.

 

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Hailey Plaehn
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