Optimizing Patient Care:
A Healthcare System Case Study in Outsourcing Excellence
Introduction
Westpark Communications partnered with a large healthcare system that includes a wide range of providers such as dentists, gynecologists, and medical professionals. Our client focuses on providing care for underserved communities with their main goal of offering necessary support and delivering essential medical services. They want to make healthcare more accessible for those without insurance or who struggle to afford healthcare costs.
Tackling Communication Challenges
One of our client’s primary challenges was managing a large volume of calls. Without the necessary infrastructure, patients experienced extended ring times and abandoned calls which negatively affected their experience. The healthcare organization recognized that optimizing scheduling processes, reducing ring time, and better handling of customer service was necessary.
Overcoming Disaster Preparedness Limitations
Despite their dedication to improving patient care, the hospital service provider struggled with disaster preparedness. Limited remote capabilities affected their ability to respond to emergencies efficiently, and sudden shifts in call center resources made it difficult to handle the surge in appointment scheduling during crises.
Outsourcing and Technological Integration
Our client partnered with us to outsource their communications. One of the custom solutions we provided was integrating their electronic health record (EHR) system into our services. We were able to remotely access their Epic EHR system, allowing us to help our client overcome their challenges effectively.
Using a HIPAA-compliant VPN, we provided secure communication and efficiently managed medical and dental scheduling. Our team also received thorough HIPAA compliance training and signed formal agreements to ensure sensitive patient data was safely handled.
Epic EMR Expertise in Action
With Westpark’s extensive experience with Epic EMR systems, the hospital service provider was able to successfully optimize their dental and medical scheduling.
We also implemented customized scheduling templates that were made with each individual provider in mind. This flexibility provided crucial support during the COVID-19 pandemic, allowing our client to integrate drive-through COVID screenings and expand its services into the telehealth industry.
Effective 2FA Support
Aside from our experience in working with Epic and other electronic health record systems, our team is also trained in providing two-factor authentication (2FA) support when retrieving sensitive patient information. With the rise of breaches and data leaks, the HHS has released guidelines that the use of this security measure is highly encouraged and on its way to being an industry-wide requirement.
Not all call centers are certified to provide this service, which means pertinent healthcare services get delayed due to breaches, shutdowns, and interruptions that could last weeks. By partnering with Westpark Communications, our client was able to be compliant with current guidelines while also preventing a hindrance for their services.
Scripting Excellence Into Operational Procedures
Our agents follow a customized script to ensure professional and compliant interactions with patients. Quality monitoring and regular audits contribute to maintaining high standards of service. For our client, HIPAA compliance is also extremely important. We made sure that our team was able to adhere to these standards and protocols through extensive training, effective scripting, and having them sign compliance agreements.
A Growing Partnership
Representatives from the healthcare organization expressed gratitude for their ongoing partnership with Westpark Communications. As a client for over seven years, they view us as a trusted provider that is here to support their dynamic needs. Their recent plans to extend service availability to 24/7 reflects the hospital system’s trust and confidence in our ability to meet their requirements.
Client Testimonial
“I wanted to take a moment to express my gratitude for the partnership and support you have shown during our network outage. Your willingness to work together to find a solution and your understanding throughout the process have been a true indicator of what it means to have great and loyal partners. Your commitment to [Names Redacted] reaffirms why we value our partnership with you so greatly.”