Senior Healthcare Network BPO Call Center Case Study
Transforming Family Connections and Lead Capture
Client Overview
Our client is a high-end senior healthcare network with over 30 facilities that offer upscale accommodations and dedicated care to residents. Since August 2017, we’ve proudly supported this client in managing their operational communication to improve family satisfaction and lead capture. Their goal has always been to provide the highest quality of care, not just in person, but also in how their facilities connect with prospective clients and loved ones of current residents.
The Challenge:
A Communication Gap Across Multiple Facilities
When our client first came to us, their primary concern was capturing marketing leads. They were investing heavily in campaigns, but:
- Their corporate phone line was routed to a single receptionist.
- If the receptionist was away from their desk or off duty, calls went straight to voicemail.
- As a result, valuable sales leads were being lost.
A deeper communication challenge also became clear:
- Most incoming calls were from family members trying to reach their loved ones at specific facilities.
- If the receptionist wasn’t available, it created a major emotional and logistical gap.
- The problem spanned their entire network of 30+ senior living facilities.
During the initial conversation, we helped our client fully understand the depth of the communication gap. Missed calls impacted far more than just the bottom line, they also affected the peace of mind of families.
The Solution:
A Tailored Call System Built for Real-Life Moments
From the very beginning, our team took a proactive approach. We knew the solution had to go beyond basic lead capture. So, we built an account structure that would anticipate the real-world call volume and complexity of the senior healthcare industry. Here’s what we implemented:
24/7 Answering Service
We handle every call with care and efficiency. This covers calls from prospective clients, current residents’ families, or job seekers.
Custom Routing Protocols
An escalation tree allows us to escalate inquiries to individual facilities, managers, or regional directors as needed.
Facility-Specific Call Handling
We account for facilities being known by nicknames, often based on their locations. Our trained agents understand and identify those colloquial names in real time.
Tour Scheduling Support
We help marketing teams secure leads and convert interest into in-person visits across 30+ facilities.
Insurance and Pricing Inquiries
These are triaged upfront so that we only proceed with qualified leads, saving time and improving sales team focus
Billing and HR Call Routing
We direct calls to the proper departments, including those inquiring about employment or checking on the status of a job application.
Personalized Support for Families
We ensure loved ones could reach residents or receive status updates without hitting a dead end.
The Results:
Transforming Communication Into Connection
Since partnering with Westpark, the impact was immediate and far-reaching. Our foresight in planning for family communications proved critical.
Emotional Reassurance
By having a compassionate, real person available at any hour, we alleviated fear and gave families peace of mind.
No More Missed Leads
Every call from interested families or potential residents was captured and routed appropriately.
Streamlined Tour Scheduling
Answered calls led to increased engagement and conversions across their facilities.
Improved Family Satisfaction
Our 24/7 availability made families feel more connected and cared for.
Reduced Strain on Internal Staff
We removed the burden of triaging non-clinical calls.
Real People, Real Results
In 2018, we booked 121 tours and connected 1,193 callers, turning interest into action and voices into real connections.
In 2024, we booked 132 tours and connected 1,765 callers, making every inquiry count.
Conclusion
Delivering Clarity, Comfort, and Connection
What started as a request to catch missed leads evolved into a full-scale support solution that enhanced the entire communication infrastructure of our client. At Westpark Communications, we’re proud to be more than just a 24/7 answering service. Our US-based agents are an extension of your team.
In the field of senior healthcare, Westpark Communications creates measurable results and, more importantly, connection when it matters most.