Compassionate healthcare means prioritizing accessibility by bridging gaps for underserved communities through Medicare, Medicaid, and sliding-scale fee structures–and having the right outsourcing team to help patients schedule their appointments. A critical facet of one of Westpark’s largest healthcare clients’ operations revolves around the intricacies of scheduling and triage. Faced with an overwhelming volume of calls, the organization recognized the need for a refined approach to efficiently managing patient inquiries and appointments.

Helping Clients Navigate Scheduling Challenges

The challenge was multifaceted. The healthcare organization sought to mitigate long ring times and abandoned calls and to streamline the overall scheduling process to enhance the patient experience. Amidst limited staff resources, particularly due to budget constraints on the lower funding side, the organization grappled with the demand generated by patients seeking appointments.

Implementing a Scheduling Revolution

They implemented a meticulous scheduling system by partnering with Westpark Communications to address these challenges. Customized scheduling templates were developed to accommodate the unique requirements of each healthcare provider. This strategic approach not only facilitated the booking of appointments but also ensured that the organization’s limited staff could efficiently manage patient inquiries and schedule appointments in accordance with each provider’s specifications.

Triage Excellence: Prioritizing Urgent Cases for Timely Care

Moreover, the implementation of triage protocols played a pivotal role. Call center agents engaged in a comprehensive triage process, categorizing and prioritizing incoming calls based on the nature of the patient’s request. This approach ensured that urgent cases received prompt attention and that critical cases, like those reporting chest pains or other potentially life-threatening symptoms, were instructed to dial 911.

Tailoring to Providers: Customized Scheduling Templates in Action

Furthermore, the implementation of scheduling templates accommodates the unique requirements of healthcare providers. For instance, a doctor specializing in pregnancy may choose not to accept rash patients during specific periods. This strategic decision is a part of the scheduling template, reflecting each healthcare provider’s individual preferences and focus areas. By tailoring the scheduling approach, our hospital clients can work with their assigned Customer Success Advocate to ensure that appointments align with each doctor’s specific expertise and priorities, contributing to the overall efficiency of their healthcare services.