Get the 2015 Enterprise Call Handling Study! Click here.

Get the 2015 Enterprise Call Handling Study! Click here.

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Our new case study focuses on Landmark Medical Center, a member of Prime Healthcare Service, with a 214 bed healthcare facility located in Woonsocket, R.I. The hospital provides medical care to more than 175,000 patients annually in the northern Rhode Island and southern Massachusetts region.

The Challenge

The facility found it difficult to keep pace with growing call loads resulting from the acquisition by Prime Healthcare Services and the corresponding expansion of medical services. In addition, plans were being made to move switchboard staff into a newly renovated lobby/atrium area, where they would be tasked with receptionist duties in addition to their existing call handling and non-call handling responsibilities (codes, alarms, etc.). Managers were concerned about the impact of these dynamics on the caller experience and patient satisfaction. They realized that they either had to add additional staff, or look into alternative means of doing more with their existing staff

Download the case study to learn how Landmark Medical Center and Parlance worked together to find a solution with Operator Assistant.