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
This report distills these discussions so that other strategic leaders connected with SHSMD can lead their organizations toward stronger market…
Guides/Reports
This 16-page report on telehealth strategy provides hospitals and health systems with an overview of telehealth services, including the most common…
Magazine & Journal Articles
Piedmont Healthcare is creating a customer experience that rivals that of other industries.
Magazine & Journal Articles
This article details how the aging of the baby boomers will have a dramatic impact on the country.
Magazine & Journal Articles
How can health care organizations proactively help the public to better understand their personal and family risk for cancer and encourage them to…
Magazine & Journal Articles
Navicent Health identified four key objectives that would guide its strategy to become the health system of choice for consumers. One of these is "…