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TeleDirect Healthcare Solution Case Study
TeleDirect Healthcare Solution Case Study: Increased Contact Rates & Efficient Survey Completion
When this client, a California-based healthcare provider, contacted us about completing their annual clinical social assessment, they had specific needs in mind. As their goal was to complete this assessment with as much updated patient information as possible, they knew they had a big job on their hands that required an outgoing call center that provided ACD software, efficient agents and HIPAA-compliant service. TeleDirect’s ACD services were the ideal solution, and we were happy to come on board. While the task was large and challenging, our internal team seamlessly collaborated with the client to improve contact rates and help fulfill this important goal. This required significant brainstorming from our team, who delivered several innovative solutions, including localized phone numbers, aggressive dialing strategies, call connection analysis and VPN-connected security for patient data. Not only did this improve contact rates, but it also helped decrease client costs. |
Challenges
Our client had a big job on their hands: in order to properly complete their clinical assessment, they needed to speak with an enormous number of patients, many of whom had incomplete files with missing contact information. Furthermore, they needed to contact patients at the right time, since many of these conversations required 20-25 minutes to complete. These were significant challenges to face, but nothing the TeleDirect team couldn’t handle.
The Solution
Our team immediately got to work by identifying the two key components necessary for this project to succeed: our specialized call agents and proprietary ACD software. Once this was established, we developed several strategies for increasing contact rates and completing the assessment. We implemented ANI technology to localize outbound calls, making patients more likely to pick up the phone. Wae used aggressive dialing strategies and connection analysis tools to ensure that patients were contacted at convenient times, helping contact rates improve substantially.
As healthcare providers, our client stressed the importance of patient data security while completing this survey. While all our operations are HIPAA compliant, we were happy to go the extra mile and provide higher security. We accomplished this by establishing a secure VPN network to store necessary patient information.
Results
Our client is committed to facilitating high-quality medical attention to the residents of dozens of communities across California, many of whom have specialized needs. It was a priority that their most vulnerable and high-risk patients had up-to-date information to ensure their needs and requirements were met. We are proud to report that our services have enabled our clients to better communicate with and serve these patients. In fact, their project manager shared with us that 30% of the patients being contacted so far are considered high-risk, many of whom they had not previously contacted.
We’re thrilled to help our client advocate for their vulnerable patients and our mission to provide care to those who need it.
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