Case Study
AI Syncs With Agents For Automated Call Resolution
Organization Type
Non-Profit
Geographic Region
Eastern
Organization Size
25 locations
600+ physicians
20 specialties
serving a patient
population .25 Mil
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AI Syncs With Agents For Automated Call Resolution
THE CHALLENGE
A large eastern non-profit organization was experiencing growing dissatisfaction with the lengthy handling times in their patient access center. Faced with increasing pressure to improve call center performance and overall customer experience, they began searching for effective solutions that could enhance key call metrics, such as average handling time and first-call resolution rates. However, they were committed to achieving these improvements without expanding their full-time employee (FTE) count, as controlling operational costs was a top priority. This led them to explore alternative strategies that could streamline processes while maintaining or even improving service quality.
THE DISCOVERY
The initial review uncovered a simple problem related to capacity: the organization’s number of agents had not grown in proportion to its expanding patient base. This surge in call volume during peak hours led to service challenges, resulting in poorer performance metrics like slower speed to answer and longer wait times, which ultimately impacted the patient experience. A deeper dive into access center operations identified several opportunities for automation, particularly in handling tasks traditionally performed by agents.
THE SOLUTION
In collaboration with the client, Envera Health designed a phased solution by integrating a tailored technology build into the early stages of their patient access process. This approach employed conversational AI within the existing phone system to automate patient verification and tackle low touch calls. The new system promptly responded to incoming calls, guiding patients through the verification process and handling general FAQ and Appt. management without agent intervention.
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.