Not Another Number: Expanding Access to Care Through a Focus on the Patient Experience
Swedish Medical Center (Swedish) operated with an outsourced patient access center that delivered a low call-to-appointment conversion of 28%. Through investments in a Seattle-based, in-house access center and a technology platform that provided the new liaisons with accurate provider data across their seven campuses, they were able to realize significant productivity gains (18%), efficiency and conversion gains (136%), and an increase in first call resolution (19%) one year post-implementation.
Download the one-page storyboard below.
Members, to view this protected content, log in above.
Related Resources
Guides/Reports
SHSMD has collected health care customer research and consumerism reports in an effort to offer consumerism related resources to the SHSMD membership.
Sponsored White Papers
Digital entry points to care are so important that they affect consumer healthcare purchasing.
Sponsored Webinars
Learn why we expect an urgent need for the coming together of marketing, service and supply chain to protect and support brand reputation for…
Guides/Reports
An optimal digital strategy is no longer a “nice to have” — it is central to future positioning, especially since 50% of consumers say that a bad…
Sponsored Webinars
Health care marketers face unique challenges when creating positive patient experiences, and competitive retail and big tech companies are rushing to…
Sponsored Webinars
Join this webinar to hear five bold predictions about that future, which range from exciting and promising to ominous and discouraging.