Case Study: A VA Solution to Improving Customer Service and Response Time

The Challenge

MSC, an 8-provider medical practice, was grappling with a significant call handling challenge. They were receiving an overwhelming 5000+ calls every month, but a troubling 40% of these calls were being abandoned or missed. Patients were enduring an average wait time of 7 minutes before speaking with a representative. These issues were affecting the clinic’s efficiency and patient satisfaction.

The Solution

In August, MSC made a strategic decision to address these problems by enlisting the support of two medical virtual assistants from Cool Blue VA, a leading virtual assistant provider. These medical virtual assistants were tasked with streamlining the clinic’s call management processes and improving patient experiences.

The Transformation

1. Reduced Abandoned Calls

Upon the introduction of Cool Blue VA’s medical virtual assistants, the number of abandoned calls witnessed an instant decline. In August, the abandoned calls dropped significantly to 958, and by September, this number further decreased to a mere 254. This remarkable reduction showcased the effectiveness of the solution.

2. Shortened Wait Times

The average wait time for patients seeking assistance saw a dramatic decrease. In August, the average wait time decreased from 7 minutes to just 3 minutes and 24 seconds. This trend continued in September, with the wait time further plummeting to an astonishing 1 minute and 1 second. Patients were now spending significantly less time on hold, resulting in improved satisfaction.

The Impact

MSC’s decision to partner with Cool Blue VA had a profound impact on their operations and patient experiences:

• Enhanced Efficiency: With fewer abandoned calls and shorter wait times, the clinic’s staff could efficiently attend to patient needs, reducing the overall workload and stress on their team.
• Improved Patient Satisfaction: Patients experienced quicker responses to their calls, making them feel valued and cared for by the clinic. The substantial reduction in abandoned calls also demonstrated the clinic’s commitment to patient care.
• Streamlined Operations: The clinic’s operations became more streamlined and responsive, allowing them to focus on delivering high-quality healthcare services rather than dealing with call management challenges.

Conclusion

MSC’s collaboration with Cool Blue VA’s medical virtual assistants resulted in a remarkable transformation in their call handling processes. The significant reduction in abandoned calls and wait times not only improved operational efficiency but also enhanced patient satisfaction. This success story underscores the importance of leveraging innovative solutions to address the unique challenges faced by medical practices in today’s healthcare landscape.

Are you losing patients or revenues from poor customer service or missed calls? Get started with a VA today.

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