Healthcare Industry
Operational Efficiency & Patient Experience
How a leading healthcare system partnered with The Northridge Group and Presidio to redesign contact center processes, strengthen operational foundations, and improve patient experience.
The Challenge
A leading healthcare system was experiencing contact center process and technology inefficiencies impacting its patient experience.
Key issues included:
Underleveraged technology to enhance patient experience
Fragmented processes with multiple teams performing similar functions
Weak infrastructure, data, and information security
Highly manual processes limiting time available for patient care
Overstaffing driven by inaccurate volume assumptions
Operational complexity and inconsistent execution were constraining service quality and scalability.
The Strategy
Rather than implement isolated fixes, Northridge and Presidio developed a holistic plan to strengthen the system’s operational foundation and align processes across functions.
The strategy focused on:
Designing a more patient-centric communication model
Leveraging best practices across teams and regions
Expanding use of dynamic, skill-based routing
Enhancing quality, workforce management, and supporting tools
Improving alignment and collaboration across clinical functions
Strengthening compliance and patient information validation
The goal was to create a more coordinated, efficient contact center model that better supported both staff and patients.
The Execution
Northridge and Presidio conducted a structured assessment of processes, technology, and workforce models to identify inefficiencies and improvement opportunities.
Key actions included:
Evaluating current-state workflows and infrastructure
Identifying redundant and manual activities
Recommending expanded dynamic routing capabilities
Aligning quality and WFM practices with operational goals
Consolidating and clarifying roles across clinical and administrative teams
Implementing compliance training and patient information validation improvements
Execution emphasized cross-functional alignment, operational discipline, and sustainable improvement.
The Impact
The engagement positioned the healthcare system to:
Foster more patient-centric communications and collaboration
Improve quality while reducing manual effort
Increase leverage of specialized clinical resources
Align and consolidate clinical functions
Reduce compliance and legal risk
Establish a stronger operational foundation for future growth
The redesigned contact center model strengthened efficiency, governance, and service delivery in support of improved patient experience.
experience + excellence
Let’s Strengthen Your Contact Center Operations
Sustainable patient experience improvement requires disciplined operations, aligned teams, and scalable processes.
Let’s build a roadmap that integrates people, process, and technology to support long-term growth.
