Optimizing Patient Care:
A Healthcare System Case Study in Outsourcing Excellence
Westpark Communications partnered with a large healthcare system, encompassing an array of hospital service providers, including dentists, gynecologists, and medical professionals. Known for their commitment to addressing the healthcare needs of underserved communities, their primary objective is to offer crucial support and deliver essential medical services, particularly to individuals lacking insurance or facing financial barriers to covering healthcare expenses.
Tackling Communication Challenges
One of the healthcare organization’s primary challenges revolved around managing an overwhelming volume of calls. Insufficient infrastructure led to extended ring times and abandoned calls, adversely affecting the patient experience. The organization recognized the need for optimization in scheduling, a reduction in ring times, and an overall enhancement of customer service to serve the diverse needs of their patients.
Overcoming Disaster Preparedness Limitations
Despite its commitment to positively shaping the perception of patient care, the hospital service provider faced limitations in disaster preparedness. Remote capabilities were limited, hindering efficient disaster relief and response plans. Unexpected changes of call center resources further compounded the challenge of managing the surge of appointment scheduling demands during unexpected events.
Outsourcing and Technological Integration
Having enlisted the services of Westpark Communications, the healthcare provider opted for an outsourcing solution where Westpark remotely accessed its Epic EMR system. Benefiting from the proficiency of Westpark’s experienced agents, this strategic collaboration aimed to address the organization’s challenges effectively.
Scheduling solutions were resolved via a VPN application that met HIPAA standards for secure communication and streamlined the management of dental and medical scheduling. Agents underwent comprehensive HIPAA compliance training and formalized agreements, ensuring the secure handling of sensitive patient information.
Epic EMR Expertise in Action
Harnessing Westpark’s extensive experience with Epic EMR systems, the hospital service provider successfully optimized dental and medical scheduling. Implementing customized scheduling templates tailored to the unique requirements of individual providers showcased adaptability.
This flexibility proved crucial during the COVID-19 pandemic, allowing the organization to promptly integrate drive-through COVID screenings and expand its services into the realm of telehealth
Scripting Excellence Into Operational Procedures
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. The organization emphasizes adherence to HIPAA standards and protocols, and agents are required to sign compliance agreements.
A Growing Partnership
Representatives for the healthcare organization expressed gratitude for the ongoing partnership with our services for over seven years. The organization views us as a seamless extension, integral to their evolving needs. Recent plans to extend service availability to 24/7 reflect 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.”