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