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
Presentation Resource
This presentation will discuss how this framework can guide health system responses to the opioid epidemic, highlight insights from patterns in…
Presentation Resource
This session will assess University of Michigan Health System’s approach to implementing virtual health, and present an evaluation framework and…
Presentation Resource
What needs to happen to replace health care consumer confusion and complexity with customer confidence and contentment? Learn more about the health…
Presentation Resource
It is hard for a consumer to pick up a postcard from their mailbox and attend a surgical weight loss seminar right away. Good marketers are thinking…
Presentation Resource