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The Journey To Improving The Patient Experience

Monday, July 20, 2020   (0 Comments)
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Written by: Call 4 Health

 

Since the Coronavirus (COVID-19) outbreak, Telehealth is becoming the new “normal”. To “flatten the curve” most community health centers have been forced to shut their doors and utilize Telehealth for their practices, which allows medical professionals to consult with their patients via telephone and computer.

 

In the wake of healthcare reform and the shift to value-based care, hospitals, health systems, academic medical centers and physician practices need to achieve key financial objectives more than ever before, including increase staff efficiency, reduce denials, reduce appointment no-shows and referral leakage and secure pre-service payment collection. But they are also focused on improving the patient experience - a key driver of numerous quality initiatives and one of the underlying foundations to value-based care models.

 

Client Overview

The client was a large federally qualified health center (FQHC) in Florida with 10 centers and satellite locations. The solutions were centralized Appointment Scheduling (Extended Hours), Appointment Confirmation, and Reminder Calls. With all these financial and clinical goals, how can healthcare providers even begin to drive up patient satisfaction scores? Many are turning to remote medical call centers to improve their patients’ ability to connect – they are seeking ways to use a centralized medical call center as a way to improve and streamline registration, scheduling, and patient referrals from disparate clinics, practices and surgery centers.

 

But not all healthcare call centers are created equal. To achieve your patient access goals, it makes sense to seek a medical call center solution from Call 4 Health, whose representatives have healthcare experience, whose metrics offer wait times of less than 45 seconds, where there is 99% call routing accuracy and whose robust infrastructure offers high availability, scalability and security.

 

Challenge

There wasn’t enough staff to handle call volume, there were high abandonment rates (6+ minute wait times), there was no operational workflow to manage call processing, and the technology was ineffective to process phone calls.

 

Solution

Call 4 Health designs a phone tree to provide better call routing. With this there was a 44% increase in appointment calls. We hired bilingual agents to manage client’s large call volume. This increased the calls to 10,000-15,000 a month. We established a real-time connection with client’s Electronic Medical Records & Patient Management System. The client can measure ROI in real time with our detailed call metrics reports. Monthly Quality Assurance & Performance Meetings were in place. Our professional patient care representatives significantly improved patient satisfaction, answer times, and reduced call abandonment rates.

 

Results

Business Impact

We improved the patient experience and access to schedule appointments by establishing expanded hours. This will also assist in enhancing the capabilities for reminder calls to reduce patient no shows.

 

Financial Impact

Financially, we reduced the budget by $360,000 annually. There was a 10% increase in appointments scheduled. Additional savings in IT, real estate & management is not included in the $360,000.

 

Operational Impact

We increased staff efficiency, we made call processing consistent, and we removed the stress of managing a call center.

 

In addition to this Florida FQHC, we are working with HealthPoint and Unity Care, two FQHCs in Washington State. Due to COVID-19, Call 4 Health has not closed down. We absorbed these two clients because other companies are shutting down due to employees not being able to social distance properly.

 

If you are interested in learning more about Call 4 Health, please contact 855-244-3258 or submit a contact form at call4health.com.

 

 

 

 

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NWRPCA welcomes and regularly publishes white papers and articles submitted by members, partners and associates with subject matter expertise. The appearance of any guest publication in our Health Center News database represents the views of the author and does not constitute endorsement by NWRPCA of the stated opinions or perspectives, nor does it suggest endorsement of the contributor's products or services.


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