Dental Answering Service Case Study
Optimizing Patient Care and Streamlining Efficiency
Client Overview
Westpark’s client is a leading dental healthcare provider known for serving underprivileged communities. Their organization operates on a sliding fee scale and works extensively with patients who lack insurance. They provide dental care to underserved populations through government-subsidized programs.
The Challenge:
A Lack of Call Volume Management
Before partnering with Westpark Communications in 2017, our client faced challenges in managing their inbound call volume. Their primary issues included:
- Overwhelming early morning call rushes requesting same-day dental clinic appointments, with little to no call activity in the afternoons.
- A high abandoned call rate, leading to missed patient appointments and reduced access to care.
It was clear that our client needed more than just a dental answering service. They needed Business Process Outsourcing (BPO) solutions with a team that could actively book appointments using their scheduling software. Westpark Communications offered bilingual, HIPAA-certified agents capable of handling patient information securely and efficiently.
The Solution:
Seamless Scheduling for Superior Care
Westpark Communications implemented a tailored BPO solution designed to streamline scheduling and improve patient engagement. Our key initiatives included:
Appointment Optimization
We implemented scheduling templates to book providers and dental hygienists for cleanings, emergency visits, and routine care.
Triage Support
Our agents were trained to triage urgent cases, such as patients experiencing high fevers, ensuring they received care promptly.
Software Integration
Direct access to the dental office’s scheduling software allowed agents to book, and manage appointments efficiently.
Care Plan Coordination
We ensured that multi-step treatment plans (e.g., denture fittings, mold impressions) were properly scheduled and followed through.
Bilingual Support
Westpark provided services in both English and Spanish to accommodate a diverse patient base.
HIPAA Compliance
All our agents are HIPAA-certified, ensuring compliance with patient confidentiality and data protection regulations.
The Results:
Smoother Scheduling and Transformed Patient Care
Since partnering with Westpark Communications, the dental provider has seen significant improvements in their call management and patient experience:
Enhanced Patient Experience
Patient access to our scheduling services reduced frustration and increased satisfaction.
Operational Efficiency
Data provided by Westpark enabled the client to identify peak call times, adjust staffing schedules, and optimize their dental clinic operations.
Reduction in Abandoned Calls
We lowered abandoned call rates, ensuring more patients were able to schedule the care they needed.
Improved Scheduling Practices
Insights from Westpark’s call reporting led to adjustments in scheduling procedures, making the process more efficient and reducing bottlenecks.
Measuring Success in Patient Care
Handling Greater Call Volume
First Month
Current
Reducing Time to Answer:
First Month
Current
Feedback From Our Client
“Your willingness to work together to find a solution, and your understanding throughout the process has been a true indicator of what it means to have great and loyal partners. Your commitment to our team warms my heart, and reaffirms why we value our partnership with you so greatly.”
Conclusion
Enhanced Healthcare Accessibility and Efficiency
By leveraging Westpark Communications’ specialized dental answering services, our client successfully overcame its scheduling challenges, leading to improved patient access and streamlined operations. Through a combination of technology integration, triaging capabilities, and data-driven decision-making, Westpark continues to support their mission of providing quality dental care to the underserved community.
If your organization needs customized communication solutions, Westpark can help you streamline operations and enhance the customer experience.