The Challenge
A leading health system was struggling to keep pace with patient demand. Patients were experiencing hold times of 20+ minutes, leading to frustration and high call abandonment rates reaching up to 50%. This contributed to anecdotal reports of patients leaving or choosing a competing health system.
The overwhelmed internal team lacked the capacity to handle incoming calls and conduct proactive patient outreach programs. As a result, the health system was facing lost patient volumes, revenue leakage and declining patient satisfaction.
How We Helped
Experis Health Solutions’ team of healthcare-trained specialists integrated seamlessly into existing workflows and the EHR platform, ensuring a consistent patient experience. Operating 24/7, our team handled all calls not answered promptly by client staff — improving access, accelerating scheduling and giving hospital staff the bandwidth to focus on higher-value outreach.
The Impact
- Abandonment Reduced: Dropped from 50% to under 5%, keeping patients engaged rather than turning to competitors
- Patient Volumes Increased: Added 900 new appointments per month, directly boosting access and revenue potential
- Higher Patient Satisfaction: Faster, more reliable scheduling improved the overall patient experience
- Optimized Internal Resources: With Experis managing incoming calls, the hospital system’s staff could focus on outreach programs that further increased patient volumes
