Implement a patient-centered approach in a clinical contact center using a dynamic IVR
An independent primary care physician group with privileges at six area hospitals and an affiliation with a clinically integrated care network
The organization’s centralized contact center employs a team of nurses who provide day-time patient support, answering over 250 calls per day. If nurses were unavailable to take a phone call, patients were sent to a voicemail where nurses then worked a backlog of messages. Although organizational policy was to return all phone calls the same day, the volume of the backlog resulted in patients often waiting several hours for a return phone call.
Status:Go reconfigured an existing Salesforce platform to improve call flow and operations in the contact center. The solution included:
- Integrated voice recognition (IVR), allowing nurses to identify higher priority messages and prioritize more acute clinical phone calls to address them with a higher priority
- Integration with the electronic health record and patient management systems to analyze data and aggregate reporting for process improvement activities
The updated operations system was designed to help nurses return patient calls within two hours and prioritize patients based on acuity.
- Since implementation, the percentage of incoming calls that are responded to within the 2-hour time frame increased from 54% to 89%
- Six months following go-live, the provider group completed four process improvement projects in the centralized contact center
- The organization is expanding its use of the system to include process improvement projects in clinics as well
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