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Project Description

The re-envisioned healthcare contact center

Care coordination and patient referral management was identified by Truvant as a growth opportunity for a local nonprofit hospital who services rural Midwest communities. The Provider envisioned a patient-centric service for people to call seeking help selecting a physician or gain answers about post-procedure care. The goal was to streamline how ambulatory care was being managed and extend healthcare advice to rural patients for non-present support.

A New Model for the Healthcare Contact Center

By remotely connecting the rural patient community, the Provider was interested in reducing service costs and managing rural health in new and innovative ways. A complete view of the patient history plus access to referral information via a contact center model were the project’s business objectives.

The Truvant Solution

Truvant recommended the Salesforce Service Cloud with a CTI integration to expand the capabilities of an existing, outdated answering service. Evolving into a contact center model, case managers would have access to information linking them to the patient’s primary care office. All inbound calls routed through the Service Cloud and queried the Salesforce database about the caller based on the phone number.  Each case manager was able to identify the clinic or facility used previously and supply information regarding providers based on the type of insurance covering the caller.

The implementation used extracts of patient data from the Epic electronic health record (EHR) system.  Data was automatically uploaded to Salesforce on a hourly basis to provide a comprehensive view of care and appointment history with in-network providers. The capability required integrated data sets from the organization’s multiple databases including physician availability scheduling and the broader patient care plan.

Results

The Provider was able to retain more patients in-network, reduce costs associated with providing ambulatory care, and improve the productivity of its staff.  They were able to handle more calls per staff member, reduced the average time for referrals per call to under 12 minutes, and reduce the call abandonment rate by 50%.  Additionally, increased revenue was realized by keeping substantially more patient referrals in-network, providing more efficient care coordination and reducing service delivery costs by better identifying and planning ambulatory care for at-risk patients.

Project Details

  • Date November 18, 2015
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