Not Another Number: Expanding Access to Care Through a Focus on the Patient Experience
Swedish Medical Center (Swedish) operated with an outsourced patient access center that delivered a low call-to-appointment conversion of 28%. Through investments in a Seattle-based, in-house access center and a technology platform that provided the new liaisons with accurate provider data across their seven campuses, they were able to realize significant productivity gains (18%), efficiency and conversion gains (136%), and an increase in first call resolution (19%) one year post-implementation.
Download the one-page storyboard below.
Members, to view this protected content, log in above.
Related Resources
Magazine & Journal Articles
Customer relationship management (CRM) is a hot topic in healthcare marketing. From conferences to webinars to white papers, everyone seems to be…
Webinars
The age of consumer empowerment has arrived in the health care industry. Medical patients are now acting like informed customers, using digital to…
Presentation Resource
Houston Methodist will demonstrate how they were able to improve as well as sustain patient satisfaction scores across Medical-Surgical Units, ICUs,…
Presentation Resource
This research dissects the phone encounter into individual elements, and analyze which of those elements are statistically associated with the…