Case Study
AI Picks Up Verification Process Improving Handling Speeds
Organization Type
Physician Group
Geographic Region
Western
Organization Size
5 locations
25+ physicians
14 specialties
serving a patient
population of over 80k
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AI Picks Up Verification Process Improving Handling Speeds
THE CHALLENGE
A western physician group was looking for solutions to improve the access and scheduling experience for patients without increasing FTE. Budget for call center staffing was exhausted at current levels but the existing call center was struggling to meet growing patient demand. As a consequence, service levels were suffering.
THE DISCOVERY
The initial discovery revealed a simple issue of scale; the number of agents available was not keeping pace with the organizations patient growth. The newly increased call volumes created service difficulties during peak hours, impacting the patient experience through suffering performance metrics such as speed to answer and wait times. Further investigation of access processes revealed opportunities for automation for a variety of agent-led tasks.
THE SOLUTION
Working with the client to develop a step-wise solution, Envera Health applied a customized technology build to the front end of their patient access journey. The solution utilized conversational AI within the existing phone tree to automate the patient verification process. The new system immediately answered patient calls, and walked them through verification before routing them to the appropriate agent.
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The Envera approach includes an in-depth discovery process that studies the physicians and processes unique to your organization to develop a fully customized engagement solution.
About Envera Health
Envera Health provides comprehensive engagement partnerships for healthcare organizations seeking to transform the patient experience and simplify the care delivery process. Supported by a unique CRM-driven engagement center, we other a complete suite of patient engagement solutions custom-designed to improve operational efficiency and enable steady growth.