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
Webinar Recordings
In this webcast, we will share a case study on how a large U.S. health care system has used analytics to determine which consumers to target in…
Webinar Recordings
This webcast will dive into the wants, needs, and expectations of those we in the health care field hope to serve and those we ultimately hope to…
Webinar Recordings
This presentation will describe the fundamental elements of financial experience that every hospital and health system should master. With a solid…
Guides/Reports
SHSMD ADVANCE™ is a comprehensive learning framework that includes a series of skill building tools that will help you and your health care strategy…
Presentation Resource
Join us to learn how to measure and design for loyalty in tomorrow's health care.
Presentation Resource
Senior health care executives will learn the importance of key strategies when incorporating consumer-focused initiatives into their strategic plans.