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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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