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>>MEDFONE
Helps a 1100-bed tertiary care teaching hospital
A leading 1100-bed tertiary care teaching hospital, with
a large faculty practice, needed to replace its call
center vendors because of problems they were
experiencing with them. These problems were compromising
the hospital’s commitment to providing quality patient
care, and their faculty practices were not being
professionally represented. The hospital sought
cost-effective, quality-driven messaging and other call
center related solutions for numerous specialties.
MEDFONE conducted a detailed needs analysis for
each of the numerous multi-specialty practices to
determine their specific call processing needs. MEDFONE
developed various customized messaging solutions to meet
their objectives. For example, MEDFONE’s
Patient Support Specialists process urgent and routine
calls, manage complex on-call schedules and follow the
specific “reach” instructions for each practice.
Specific parameters are followed for paging on-call
physicians and “paging confirmation” practices are
in place, with contingency plans to ensure that an
urgent message is delivered even if a page is not
received. A daily hard copy of all messages received is
transmitted by fax and/or e-mail. Each message includes
the time the of the call, the entire message, how and
when it was processed or dispatched, who retrieved it
and at what time.
In addition to providing messaging solutions, over the
last several years, MEDFONE has created
additional call center solutions for many of these
practices, including: call overflow, appointment
scheduling, remote reception, patient satisfaction
surveys and appointment reminder and confirmation calls.
MEDFONE is now providing services to over 500
faculty practice physicians as the leading provider of
Call Center solutions within this organization. MEDFONE
has helped these practices grow, increased their patient
service levels and enhanced their professional image.
>>MEDFONE Helps County Health Department Streamline Appointment Scheduling by
Creating a Centralized Appointment Desk for Network of Community Health Centers
The Department of Health for one of the United States most populated counties was determined to improve and safeguard the general health of its residents through an expanded emphasis on preventive health services and special attention to health education. The Department focuses on prevention of health problems through education, medical services and enforcement of state and local health codes. The County’s Health Center Network is made up of eight family health centers and three satellite clinics.
After an extensive vendor search, the County Department of Health selected
MEDFONE to develop and implement a Centralized Appointment Desk to manage their large telephone call volume. They were unable to manage the large volume of calls coming into their eleven facilities, which compromised their ability to provide effective patient care. If a patient was trying to schedule an appointment, they had a very difficult time of getting through to someone at one of the county’s facilities. Hundreds of calls were lost and often those patients would go elsewhere to see a doctor. The county wanted their staff to focus on patient care rather than answering phones. By partnering with
MEDFONE to manage the centralized appointment desk and assume the receptionist responsibilities for the county, the county’s staff would be able to focus on the patients in their facilities and provide the superior patient care they were striving for.
To meet the county’s needs, MEDFONE assigned dedicated agents to their Call Center program (Primarily bilingual agents to manage the large Spanish speaking population in the area.)
MEDFONE created a VPN connection throughout the county to allow
MEDFONE to interface in real-time, with the county’s appointment scheduling system.
MEDFONE also designed an Interactive Voice Response
(IVR) program to screen and direct each patient to the appropriate person based on the reason for his or her call. If the call was an appointment it would go directly to a
MEDFONE agent. If the call was for family planning
MEDFONE would direct the call to the family planning department, etc. The IVR recording was in both English and Spanish. In conjunction with the
MEDFONE Account Management Team, the county designed a uniformed script, approved by all of their facilities, for
MEDFONE to use to schedule appointments correctly. Backup procedures were also put into place in case emergency or non-routine calls were received.
Currently, MEDFONE is successfully managing over 1,000 calls per day for eleven community health centers in the county. 92% of the inbound calls received generate appointments.
MEDFONE has ten full time agents dedicated to this account.
By working with MEDFONE, the county has been able to free up their staff to work more efficiently in their health centers and clinics. Additionally, they did not have to hire additional personnel to handle the calls. In the past, the high volume of calls could not be managed efficiently while also managing the high in-patient traffic often experienced in the centers and clinics. Service levels in all facilities have increased dramatically since the reception responsibilities have been relinquished to
MEDFONE. MEDFONE also provides the county with customized reports that details call volume statistics and call information, so that they may manage their facilities more efficiently.
MEDFONE has also been able to expand the hours of operation for taking appointments and streamlined the entire process through the single point of contact system. As a result, by partnering with
MEDFONE, the County Department of Health has raised the quality of service provided to their patients thereby creating a higher level of satisfaction and increased revenue for the county facilities. The client is extremely satisfied with the level of service they have received and the professional manner in which their program and their patients have been managed.
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