AI Technology Clears the Line on Staffing Needs

THE CHALLENGE

A large southern non-profit organization was facing rising dissatisfaction with long handling times in their patient access center. Under increasing pressure to improve call center performance and enhance the overall patient experience, they began looking for solutions to boost key metrics like average handling time and first-call resolution rates. However, they were determined to make these improvements without increasing their full-time employee (FTE) count, as managing operational costs was a top priority. This led them to explore alternative strategies that would streamline processes while maintaining, or even improving, service quality.

THE DISCOVERY

The initial assessment revealed a straightforward issue with capacity: the organization’s number of agents had not increased in line with its growing patient base. This mismatch led to a surge in call volume during peak hours, causing service challenges such as slower response times and longer wait times, which negatively affected the patient experience. A closer look at the access center operations highlighted several opportunities for automation, especially for tasks that were traditionally handled by agents.

THE SOLUTION

In collaboration with the client, a customized phased solution was developed by integrating a tailored technology build into the early stages of the patient access process. This solution utilized conversational AI within the existing phone system to automate patient verification and manage low-touch calls. The new system efficiently handled incoming calls, guiding patients through verification and addressing general FAQs and appointment management, all without requiring agent involvement.