Enhancing Patient Experience: Delivering 97%+ Quality scores with tailored solutions
Overview: The client is a globally recognized multispecialty healthcare provider known for
pioneering advancements in medical procedures
and clinical excellence. With a group of 33
hospitals spread across 17 locations, they deliver
exceptional patient experiences supported by
24/7 service excellence. They wanted to
optimize their patient service operations, boost
revenue and gain exceptional query handling
capabilities.
Objective: Transform service delivery to enhance patient satisfaction, streamline operational performance, and retain customer
trust and loyalty
Business Challenges
Amidst increasing technology adaption in patient experience, our client struggled with exceeding patient expectations.
They identified the necessity of creating a seamless experience by refining critical touchpoints across the patient
journey. Their primary challenges were:
Patient Satisfaction Gaps: Variability in patient experiences affected satisfaction and trust.
Inconsistent Appointment Scheduling: Inefficiencies in managing doctor appointments led to delayed responses
Call Handling Issues: High call volumes resulted in increased abandoned calls and engagement issues.
The Solution
We implemented strategies to ensure strict compliance, including optimized call handling and team alignment through
daily refreshers. These strategies also involved BAU audits and quality monitoring to meet client expectations, adhering to
COPC standards. Additionally, we optimized outbound calls to manage admission inquiries, resolve abandoned calls, and
execute promotional campaigns, resulting in faster resolutions and improved patient satisfaction.
Value Delivered
Our solutions improved call handling efficiency and patient satisfaction by maintaining accuracy in query resolution and
patient data management. This led to a significant increase in Net Promoter Score, maintained consistent KPI
achievements and efficient escalation management.
100%
TAT adherence maintained reducing query resolution time by 45%.
5%
Centralized back-office operations for efficient loan processing
97%+
quality scores achieved monthly with call-handling accuracy