Case Studies / Contact Center Management
The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign
Healthcare Industry
Scope
A leading healthcare system was experiencing contact center process and technology inefficiencies impacting its Patient Experience:
- Underleveraged available technology to enhance the Patient Experience
- Fragmented processes with many teams performing same/similar functions
- Weak infrastructure, data, and information security
- Highly manual processes which decreased time available to focus on patient care
- Overstaffing based on incorrect volumes
Results
Northridge & Presidio created a holistic plan to strengthen the system’s foundation for future growth and leveraged best practices within and across functions to enhance the patient experience by providing recommendations that:
- Foster patient-centric communications and collaboration
- Knowledge sharing across groups and regions
- Best practices leveraged across functional teams
- Improve quality and reduce manual activities
- Expanded use of dynamic/skill-based routing
- Enhanced quality/WFM, processes, tools
- Improve leverage of highly specialized, clinical resources
- Reduced manual and administrative tasks
- Aligned and/or consolidated clinical functions
- Reduce compliance/legal risk through:
- Compliance training
- Patient information validation
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