Florida Medical Teaching Facility in Crisis Due to Poor Service Levels
- Client: A large Florida medical teaching facility
- Demographics: 49K+ student population
- AccessNurse Partner Since: 2018
- Solutions: Dedicated Medical Call Center Staffing
The Client’s Challenge
A large Florida teaching facility’s centralized call center was seeing very poor service levels during business hours. Facility management admitted that they were in crisis and needed immediate relief.
Our Solution
The facility turned to AccessNurse, and AccessNurse rapidly dedicated eight agents to ensure that phone calls were answered quickly with callers being transferred based on the facility’s temporary directives. When the directives did not apply, the agents took messages. Simultaneously, AccessNurse built access to the facility’s EMR system and added project staff so AccessNurse could train call center staff on the facility’s EMR while continuing to supplement the needs of the group. As AccessNurse agents completed training on the facility’s EMR, they began working in the EMR to deliver “first call resolution” and absorb the call center’s entire volume.
Our Impact
Today, AccessNurse dedicates 20 patient coordinators and a manager to this client. Callers receive very rapid responses and first call resolutions while our partner is completely freed from the challenges of call center management.
AccessNurse is the premier provider of medical call center solutions serving over 500 healthcare organizations, more than 20,000 providers and practices, in the United States. For the past 25 years, we’ve supported our clients in handling over 30 million patient calls. AccessNurse provides 24/7 telephone nurse triage, answering, and appointment scheduling services for prestigious healthcare organizations across the country. To learn how our call center solutions can support your healthcare organization’s goals contact us today.