A leading regional oncology practice struggled with patient experience due to long hold times, inconsistent processes across over 100 locations, limited reporting capabilities, and outdated technology.
SkaleSmart partnered with the practice to overhaul its contact center capabilities. By evaluating various solutions, we implemented a healthcare-specific system that streamlined agent processes, introduced faster response and call handling times, and enhanced self-service options. This technology unified patient experiences across all locations and turned the call center from a cost to a profit center.
Results
The practice achieved consistent, scalable processes, a centralized Patient Access Center for handling requests, increased patient access methods (text/chat, email, voice), lower hold times, and reduced call abandonment rates. Importantly, it maintained its "small-town" patient care focus while improving operational efficiency.
The insurer experienced transformative results, including:
• Enhanced Patient Access and Experience: Implemented a healthcare-specific system that significantly improved response and call handling times, reducing long hold times and call abandonment rates across over 100 locations.
• Centralized Patient Access Center: Established a unified center for all patient requests, streamlining processes and ensuring consistency in patient care and communication.
• Diverse Communication Channels: Expanded patient access methods to include text/chat, email, and voice, offering more convenience and flexibility for patient interactions.
• Operational Efficiency and Profitability: Transformed the call center from a cost burden to a profit center by optimizing agent processes and leveraging technology for better service delivery.
• Long-term Strategic Partnership: SkaleSmart's approach went beyond immediate fixes, focusing on building a long-term roadmap for technology and business success, thereby earning the practice's trust and commitment.