Call Center’s Advanced Capabilities Benefit Patients

Premier Health recently implemented a new call center platform for Central Scheduling. This technology provides advanced collaborative customer care. Offering these new choices to patients – plus a private, physician-only option to prioritize calls from physician offices – has helped Premier Health to realize its goal of providing easier access to our system.

The results of this transformation have been noticed quickly. Calls are being answered in a shorter time frame and handled more accurately and thoroughly by the scheduling team members. Since implementation, the average time to respond to a call is less than 30 seconds, placing Premier Health’s call center among top performers in its category.

Among its many features, the new platform offers:

• skill-based agent routing to ensure patient and provider calls are assigned to the most suitable agent
• a customizable phone tree, allowing greater flexibility over time as our patients’ needs change
• virtual hold technology with automated callbacks 

Back to the September 2017 issue of Premier Pulse