Additional $1MM Monthly for Healthcare Leader

The Challenges

This non-profit premier healthcare system operates in Montana, Wyoming, and the western Dakotas, committed to clinical quality, patient safety, and cost of care. A surge of calls swamped the internal scheduling center, extending wait times, increasing abandoned calls, and lowering overall patient satisfaction. A 4% no-show rate reflected the negative impact service quality had on the community’s trust in the clinic, which also led to substantial revenue losses. The longer the clinic waited to fix these challenges, the more operational inefficiencies increased and affected patients. The clinic needed an innovative and effective response to maintain growth and service quality.

Call surge

overwhelmed internal scheduling center

Long patient wait times

lowered overall satisfaction

4% no-show rate

lowered community trust and revenue

The Solutions

The provider turned to ROI CX Solutions. ROI swiftly diagnosed the contact center’s issues and implemented effective strategies to rectify them.

Patient Experience

To immediately address the high call volume issue, ROI quickly hired and trained a pilot team of 10 agents within just five days. The dedicated agents listened to patients’ experiences, rebuilding trust and elevating service.

Operational Efficiency

ROI fully integrated their telephony system with the clinic’s Electronic Health Record (EHR) system, Cerner, for better data capture and more accurate forecasting. ROI also integrated their telephony system into the internal voicemail system. Now, voicemail messages are treated as regular calls, ensuring prompt attention and support, even after regular business hours.

10 agents

onboarded within just five days

Integrated telephony

with EHR for more accurate forecasting

Voicemails treated

as regular calls for prompt after-hours attention

The Results

With ROI’s help, the clinic saw impressive results in response times, process efficiency, patient experiences, and business success. The interventions elevated service at the clinic and restored community trust as patients expressed positive experiences. ROI’s improvements to operations and the organization’s finances led to a significant expansion of ROI’s role within the partnership. ROI’s team size increased by 800%, and the team’s responsibilities extended into 14 different departments. These changes illustrate the profound impact of ROI and the trust that their partner places in them.

99.7%

faster wait times at 7 second ASA

14.26%

improvement in Ease of Contact rate, enhancing accessibility

16.58%

increase in Ease of Scheduling Rate

75%

reduction in no-show rate

$1MM in monthly additional revenue amounted to over $12MM annually

Businesswoman standing in a cubicle smiling.

Client Quote

“Thanks to ROI CX Solutions, we have provided faster and more efficient service to our patients, significantly improving our patient experience and revenue capture. With their expertise in integrating technology and implementing solutions, we have reduced our no-show rate by 75% and increased monthly revenue by over $1 million. We are thrilled with the results and grateful for the partnership with ROI CX Solutions.”

Partner with us to deliver exceptional customer service experiences.

Established in 2008, ROI CX Solutions has always been committed to delivering client-centric solutions, even amidst economic challenges. The efforts of ROI CX Solutions have generated over $22 billion in revenue for their partners. Offering services in 29 languages, their dedication to excellence has been recognized in the 2022 Inc. 5000 list.

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