Healthcare provider improved patient engagement
By utilizing OP360's Colombian Contact Center, our client enhanced both quality and revenue outcomes.
Healthcare providers in the US struggle with dropped calls when engaging patients over the phone for appointments. Stats show 15-30% of calls get abandoned, leading to a 15% revenue loss due to missed appointments. This affects patient care and frustrates patients, impacting scheduling and doctor availability despite their readiness.
Challenge
Our healthcare client faced a significant challenge with a 22% call abandonment rate, leaving nearly a quarter of patient calls unattended. Despite available doctors, inefficiencies in patient call handling resulted in underutilization. Consequently, patients struggled to book appointments, causing frustration for both patients and staff.
Solution
The focus was to improve call procedures through better routing. And the goal was to reduce call drops and enhance patient-doctor connections. Partnering with OP360, the call center moved to Colombia, leveraging Spanish language advantage and completing comprehensive training in just 30 days, boosting operational efficiency and revenue. Speed to proficiency is typically 90 days; we accomplished it in 60.
Results
OP360 achieved substantial improvements across the board.
- Call abandonment plummeted from 22% to a mere 4%.
- Service levels surged from 23% to a robust 87%.
- Completed rapid 10-day onboarding and training
- Speed to proficiency in 30 days, two-thirds faster than the industry average.
This successful approach created a new revenue stream targeting Spanish-speaking patients, with over 75% of patient engagement now relying on our call center in Colombia and the Philippines. These outcomes reshaped the provider's patient engagement strategy, advancing service quality and revenue generation.
