New staffing and operating model improve contact center operations and patient satisfaction
Leveraging human ingenuity, deep domain expertise, and highly comprehensive solutioning experience, EXL Health created a process that provided our client with a scalable and expandable economic model for improved contact center operations
Challenge
A leading care provider’s contact center was overwhelmed with high call volumes, and needed additional support with managing appointment scheduling, cancellation requests, medication refill requests, and other time consuming administrative processes. Hiring was a challenge, and as the volume of requests continued to increase, patient satisfaction dropped. They needed a partner to step in with the resources, expertise, technology, and bandwidth to help solve their growing issue.
Human ingenuity in action
Leveraging human ingenuity, deep domain expertise, and highly comprehensive solutioning experience, EXL Health created a process that provided our client with a scalable and expandable economic model for improved contact center operations.
As subject matter experts, EXL Health determined the right people, processes, and technology to address the provider’s needs. Using our pool of talent, our team was able to provide additional resources that included:
- 45 contact center reps to support appointment scheduling, rescheduling, and cancellation requests by patients for primary care physicians.
- 55 U.S. registered nurses to support phone triage, medication refill requests, lab test results update, and responding to MyChart messages.
- Workforce Management as a Service (WFMaaS) to support internal reporting, capacity planning, and operational reporting.
Outcomes
EXL Health identified significant opportunities that allowed the client to see immediate results. Adding additional staff, implementing new processes and oversight helped significantly improve contact center operations.
Immediate value:
- Accurate same day appointment scheduling
- Increased contact center productivity
- Improved service levels and turnaround time
- Improved ease of contact in Press Ganey surveys
Impact on patient access:
- Improved patient access metrics (fill rate, scheduling lag, and no show rates)
- Improved customer satisfaction scores
- Reduced cost per contact
Organizational value:
- Strategic enabler of patient experience
- Increased revenue capture per appointment scheduled and nurse triage referrals
- 24/7 nurse triage line helping to prevent ED admissions
- Enhanced physician experience
Helping to solve our client’s biggest issues
Delivering real, measurable results that improve contact center operations.
75%
improvement in speed of answer for calls
15%
reduction in abandoned calls
100%
of messages returned and call backs completed in 1 day
100%
FTEs transitioned to a steady state in seven months