When you work in the healthcare industry, time equals lives. A missed call at a hospital or specialized provider’s office can result in missed patient care opportunities with disastrous consequences. By having a strong call center partner, you can not only save more lives, but boost the operational efficiency of your practice; allowing you to more effectively distribute time to caring for patients in need. Time and time again, Westpark Communications has reliably provided the services necessary to keep patients and practices connected and happy. Here’s how Westpark helped one healthcare provider with their own efficiency issues.

The Challenge of Missed Calls and Strained Staff

This particular client who reached out to Westpark had a series of pain points that needed addressing. They had overwhelmed staff members, inefficient schedules, patients frustrated with their care, and were allowing critical calls to go unanswered. This is a common source of frustration for many healthcare providers in today’s world, where instant communication is often expected. Missed calls can create a feedback loop of frustration for a patient. If a call is missed and not called back, then their next interaction is set up with a negative mindset and mood ahead of time. If you pair that with a stressed staff member, you’re bound to get a concoction that results in an overall poor experience for everyone, and worse, a bad online review and lost patient.

The Westpark Solution

Westpark specializes in customized solutions tailored to meet unique business needs. For this client, Westpark was able to craft a solution that would scale with the client’s call volume. By partnering with the healthcare practice’s team, we were able to write a customized script and call handling procedure that had a patient-first approach. With this in place, Westpark was able to free up valuable time for the staff to focus on in-person care, 24/7.

In addition to providing an efficient call handling procedure, part of our patient-focused design philosophy prompted us to integrate directly into the practice’s electronic health record (EHR) system. This integration allowed our HIPAA-certified agents to help the client (and patient) on a more data-intimate level.

The Results

Immediately after Westpark’s implementation, the client saw results. Their overall workflow for handling inbound patient calls and concerns, and especially patient appointment scheduling, became much more efficient. No calls were missed as a result of Westpark’s changes, and we securely and effectively scaled with the practice during the COVID-19 pandemic. It’s been seven years since the client gave Westpark a chance, and they continue to rely on our team for their patient communication, a relationship that remains strong to this day.

In Conclusion

Partnering with a quality call center like Westpark Communications isn’t just about answering phones, but rather, safeguarding your reputation by being there for your patients and your team when it matters most. This client took a chance on Westpark and we delivered with improved efficiency, 24/7 coverage, customized scripts, and effective solutions that scaled into a seven year and growing partnership.

If missed calls or poor customer service are holding your business back, let’s talk. Schedule a free efficiency consultation with Westpark today and save yourself the hassle of tomorrow.