Driving Customer dedication in enhanced Patient experience: Achieving 98% Patient Satisfaction in Healthcare Support
Overview: This leading healthcare provider, with its
expansive network of hospitals and subsidiaries,
aimed to elevate patient scheduling and support
services to industry benchmarks, ensuring
superior overall service quality. Boasting a
dedicated workforce exceeding 20,000 across
more than 700 practice locations in 26 markets,
they are committed to comprehensive patient
care.
Objective: To overcome resource allocation challenges, scale operations efficiently, enhance patient centric solutions, and
improved SLAs while maintaining patient satisfaction, ultimately driving operational excellence.
Business Challenges
The client faced several challenges in adapting to the evolving travel market, where demand for sustainable
tourism was growing. These issues impacted both customer experience and operational efficiency:
Managing Demand: Handling increasing patient inquiries without service delays
Optimizing Scheduling: Streamlining open hospital and appointment bookings for accessibility
Reducing Abandonment: Lowering dropped calls to enhance patient trust and reliability
Maintaining Excellence: Consistently exceeding SLAs while delivering high-quality service and efficiency
The Solution
Beginning with 30 Full-Time Employees (FTEs) and scaling to over 500, a dedicated support team of
seasoned professionals was established to address the client s challenges, ensuring seamless patient
scheduling and service operations. Continuous training and upskilling programs were implemented to
maintain operational excellence. Advanced call routing strategies were introduced to minimize call
abandonment and improve response efficiency. A specialized email management tool for automatic
segregation of emails and resolution updates. Additionally, customized queues were designed to handle
diverse patient inquiries effectively, ensuring a structured and efficient support system aligned with industry
best practices.
Value Delivered
With a dedicated team, advanced call routing, and streamlined communication tools, our client was successfully
handling over 2,000 patient scheduling and prescription refill calls daily while maintaining high service standards.
Established an Internal quality management system for tracking audits and created a knowledge base along with
resolution expert team.
12%
Higher service level achievement than the defined SLA, ensuring faster and more efficient patient support
01%
Call abandonment rate, significantly reducing dropped calls and improving patient trust
98%
Patient satisfaction, leading to fewer clinician complaints and a better overall healthcare experience