Healthcare

The Right Caller Prescription

Improving customer experiences — one call at a time.

Patients, family members, physicians, insurance agents, and other callers expect prompt and immediate service. Healthcare organizations, meanwhile, must balance rising costs with the need to deliver excellent customer experiences in an increasingly competitive marketplace.

At the switchboard, in critical call centers — even at the departmental level — Parlance self-service solutions deliver the experiences callers demand, and the efficiency and ROI healthcare organizations crave.

healthcare speech self service solutions

Case Studies

Renown Health

Renown Health – the largest integrated health system in northern Nevada – was experiencing difficulty in managing increasing call volumes in their centralized scheduling center. Often there were as many as 50 calls in agent queues, so the red ‘calls waiting’ light blinked constantly, no matter how fast agents worked the phones. And when they finally connected with a caller, much of their time was spent listening to complaints and defusing angry patients. 

Learn how Parlance speech self-service solutions helped Renown Health reduce calls to agents by 50% and reduced patient call center complaints from an average of 70 down to only 2 per month.

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Arkansas Children's Hospital

Arkansas Children’s Hospital, one of the largest pediatric hospitals in the U.S. and a top ranked facility by U.S. News & World Report, was experiencing caller experience issues in their scheduling centers. Callers were frustrated in dealing with a 7 option push-button IVR system, and it could take as long as 2.5 minutes to get to the appropriate resource. This resulted in a high number of opt-outs to agents, who spent an inordinate amount of time dealing with irate callers.

Learn how Parlance speech self-service solutions shortened agent connection times from 2.5 minutes to less than 30 seconds and reduced opt-outs by 81%.

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Erie County Medical Center

Doctors Community Hospital, a 219 bed, not-for-profit hospital in Lanham, MD, was experiencing call handling challenges due to overwhelming call load to operators. Callers were frequently frustrated by unavailable operators and long hold times. Facility operators also provided answering services to 300 doctor’s offices and clinics in the surrounding communities, adding additional operator call load. The facility found it imperative to improve service levels for callers.

Learn how Parlance speech self-service solutions reduced calls to operators by 60%, leading to a 2.5x ROI within 6 months.

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Doctors Community Hospital

Doctors Community Hospital, a 219 bed, not-for-profit hospital in Lanham, MD, was experiencing call handling challenges due to overwhelming call load to operators. Callers were frequently frustrated by unavailable operators and long hold times. Facility operators also provided answering services to 300 doctor’s offices and clinics in the surrounding communities, adding additional operator call load. The facility found it imperative to improve service levels for callers.

Learn how Parlance speech self-service solutions reduced calls to operators by more than 50%, leading to a 4x ROI for the facility.

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Landmark Medical Center

Landmark Medical Center, a 214 bed healthcare facility located in Woonsocket, R.I., 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.).

Learn how Parlance speech self-service solutions reduced calls to operators by more than 70% within weeks of implementation.

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White Papers

Taming Contact Center Workload

Rising workloads have caused a 9% annual growth rate in U.S. contact center staffing in recent years. Despite the additional hires, excessive workload continues to adversely affect several different stakeholders — from Agents and Managers to IT personnel. But the community being most affected by workload may not be the one that you think it is (Hint: It’s the Caller).

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Can Lean Practices Transform Call Management?

Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing. A new white paper by Parlance places these dynamics in the context of call management in the healthcare contact center, demonstrating specific ways today’s advanced caller self-service solutions are meeting Lean objectives. The paper outlines many of the growing challenges faced by healthcare contact centers in meeting ever increasing healthcare needs and growing call volumes. It demonstrates how the fundamental principles of Lean can be easily implemented through better caller self-service, allowing these contact centers to do more with less, while delivering greater value to end-users.

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State of the Caller Experience - 2017

Parlance and Tern Systems Consulting present a new study that examines how inbound calls are handled by large organizations in the U.S. This comprehensive paper discusses the various approaches to handling incoming calls, looks at the mix of technologies used across major market segments, and discusses these trends, the future of call handling, and steps your organization can take today to assess the experience delivered to callers.

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Are You Empowering Your Operators?

Not many customer service professionals can say that their duties can literally be a matter of life and death. Healthcare switchboard operators have not only one of the most important customer satisfaction positions in healthcare, but also one of the most complex. Our new White Paper looks at the many different tasks and responsibilities assigned to switchboard personnel, and offers an in-depth examination of the many call handling and non-call handling duties that make the position so challenging yet vital.

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