Redeploy existing contact center to provide centralized scheduling and referral management

 


Delivery Setting
Integrated Healthcare Delivery System, Physician Group

Customer Profile
An integrated healthcare delivery system’s centralized contact center, formerly a community service and nurse advice line

Business Problem
The customer needed a centralized contact center system to specifically support patient populations identified in value-based contract relationships. The project intended to redeploy the organization’s existing community-focused call center into a centralized contact center providing appointment scheduling and referral management services. The solution needed to:

  • Allow agents to schedule appointments for over 100 practices, including tracking scheduling preferences of providers and answering calls individualized to each practice
  • Provide automated appointment reminders and live-agent assistance for rescheduling and customer service requests
  • Facilitate provider referral management and follow-up from primary care to specialist providers to keep more referrals within the employed and affiliated networks

Solution
Status:Go customized a platform allowing the contact center to centralize scheduling, appointment reminders, and referral management services to support over 100 provider practices. The solution included:

  • Centralized scheduling module to track all patient demographic information and appointment documentation, as well as providing staff with clinic-specific scheduling rules and sending patients customized appointment reminders
  • Referral management module that documents referrals through the EHR based on provider and patient preferences, and automatically generates referral records
  • Automated task management component that reminds specialists to follow-up with patients and ensures practices communicate clinical outcomes
  • CTI (telephone system) integrated that provides agents with specific caller information and practice affiliations

Results
The contact center saw year-over-year improvements, including:

  • Network integrity improved from an estimated 60% to a documented 81%
  • Employee satisfaction increased from 56% to 84% following implementation, as measured by annual Gallup survey
  • First-call resolution improved to 77% from 56%

Let’s get started.

The first step: Getting on the phone to discuss your project.

Status:Go creates software for healthcare delivery organizations so they can improve operations, execute strategies, andtry new ideas.
 
We know healthcare, Salesforce, and how to get things done.
 
You’ve prepared your people for industry change with strategy. Now give them the tools to execute.

Project Experience

We’ve helped every type of healthcare delivery organization execute on a variety of strategies.

Status:Go creates software for healthcare delivery providers to improve operations, execute strategies, and try new ideas.

We know healthcare delivery, Salesforce, and how to get things done.

© Status Go, Inc.