{"id":4616,"date":"2019-12-04T13:57:14","date_gmt":"2019-12-04T18:57:14","guid":{"rendered":"http:\/\/ansafone.com\/?p=4616"},"modified":"2022-04-16T17:07:21","modified_gmt":"2022-04-16T17:07:21","slug":"medical-group-and-diagnosing-the-problem","status":"publish","type":"post","link":"https:\/\/ansafone.com\/medical-group-and-diagnosing-the-problem\/","title":{"rendered":"Medical Group And Diagnosing The Problem"},"content":{"rendered":"\t\t
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Problem<\/h2>\n

The receptionist staff of a growing medical group was faced with a challenge: they were getting a high volume of calls from patients who needed help with scheduling or changing appointments, refilling prescriptions, insurance questions and more. With more than one dozen providers offering general and specialized service s, the staff also had to contend with changes to things like provider schedules. insurance and referral processes and other fluctuating processes. The group needed a solution that would allow staff to focus on patient-facing issues, while continuing to grow the number of patients served within a predefined budget.<\/p>\n

Search for a Solution<\/h2>\n

The medical practice had been using another call center for five years, but leadership was frustrated with lack of communication and frequent mistakes. They were looking for a partner who could work alongside them and understand their unique needs. Agents had to have a high level of knowledge of the medical group’s functions, as well as experience with patient privacy requirements such as HIPAA compliance. What’s more, they had to be able to integrate the frequent process changes that are typical of medical practices of all sizes.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"We service approximately 7,000 calls per month, which had been overwhelming the local front desk staff. By letting Ansafone handle the calls, patient wait times and abandon calls have been significantly reduced and are now solved within standard contact center Key Performance Indicator (KPI) goals.\n\"<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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-Joseph Foss, Ansafone Integration and Client Success Strategist<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Solution<\/h2>

In order to provide seamless customer service, Ansafone provided a group of dedicated agents to work directly within the medial practice’s ERM system. The agents underwent training on the system in addition to HIPAA<\/a> and other healthcare requirements. Ansafone also dedicated an agent supervisor. Through these solutions, Ansafone helped the medical group to effectively improve patient service, as well as:<\/p>