Can your callers use their voices to connect quickly with people and services in your hospital or clinic?
BACKGROUND: Renown Health was experiencing double digit growth. Much of hospital operator’s and scheduler’s time was spent defusing angry patients who had been waiting on hold for a long time.
SOLUTION: Parlance Speech IVR reduced Renown’s PBX operator call volumes by 48%, and calls to inbound schedulers /agents by 52%. Prior to Parlance, the longest wait time per Caller was 40 minutes, today it is under 1 minute.
“Two weeks after we went live with Parlance, I walked into a senior executive meeting and before I could say anything, they were applauding.”
Christine Wells, Healthcare Consultant, Bluetree Networks
BACKGROUND: ACH 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.
SOLUTION: Instead of a 7-option IVR menu there are now no menus – callers just say what they need, and the solution interacts with them naturally. It takes less than 30 seconds for callers to reach the correct scheduling agent, and opt-outs to agents have fallen 81%.
“The fact that Parlance applications come fully managed made it much more attractive than everything else we looked at — including applications from our existing vendors Avaya and Spok.”
Lori McCauley, Director of Unified Communications
BACKGROUND: ECMC was undertaking a facility “redesign” project to create greater departmental efficiencies, improve the patient experience, and reduce costs. The facility was also experiencing constantly increasing activity as a result of recent expansion efforts. This was impacting frontline communications, as operators found it difficult to provide the increasing numbers of callers with excellent service.
SOLUTION: Parlance provides ECMC callers with a consistent greeting and promptly handles their request, connecting them directly to destinations or an operator. Parlance offloads approximately 60% of calls from hospital operators. This improved operator efficiency yielded an ROI for ECMC equal to 2.5X solution costs within 6 months of implementation.
“We were looking for a partner that could help us manage our call load and improve the patient experience, and Parlance fit the bill perfectly. They really stood out from the pack with their knowledge and expertise on caller behavior, and their partnership mentality was evident right from the start.”
Donna Brown, Assistant Hospital Administrator at ECMC
BACKGROUND: The switchboard at The Valley Health System employed a staff of 13 fielding up to 3,500 calls per day for six Las Vegas hospitals. The overwhelming volume was causing considerable stress among team members. Resignations were a concern, especially working in a hospitality town that offered other telecommunication opportunities.
SOLUTION: Operators today are less rushed and better able to provide thoughtful, compassionate service for complex issues – a personal touch that is essential to providing personalized patient care.
“The Valley Health System is all about customer service. It’s our goal. But we’re also invested in our employees’ experience. We care about them greatly, too, and Parlance is a big part of that.”
Jayne Chase, Telecommunications Manager
BACKGROUND: Call loads at Tahoe Forest Hospital were growing, but not at a sufficient rate to justify increased staffing. The hospital had been employing an outsourced answering service to assist in meeting the demands of public and internal callers, but rampant complaints regarding the service necessitated a new solution to the challenge.
SOLUTION: Within 30 days of implementation, Parlance was managing nearly 70% of public and internal calls. This allowed existing staff to not only maintain pace with call loads, but also provided additional time for staff to take on additional duties.
“Our service level concerns disappeared virtually overnight. And, performance has only grown over time. Callers are receiving excellent service, operators are able to provide additional services, complaints are way down – its win-win for everyone.”
Jake Dorst, CIO
BACKGROUND: Operating nine primary care clinics with separate phone and scheduling systems was a major barrier to patients accessing the care they needed. And because call volume data across the clinics was nonexistent, planning a transition to centralized scheduling was a daunting, if not impossible task.
SOLUTION: Staff and patient response to the new centralized scheduling has been overwhelmingly positive. With unprecedented visibility and brand continuity across AdventHealth primary care providers, plus an efficient, pleasant caller experience, Parlance is supporting the organization’s goal of providing patients with a unified care experience.
“This was a significant change, encompassing technology, process, and culture. Now, with greater access to all our clinics, we are greater as a whole. We can serve patients on a new level.”
Kelly Hubka, Director of Population Health and Care Navigation
Years of experience in healthcare have taught us that our customers need more than technology to achieve their goals. They need a reliable partner. As a managed service, Parlance offers not only industry-leading technology, but a team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI. All day-to-day maintenance, tuning and performance management are outsourced to Parlance.
Now that the vaccine has become more available, we are seeing surges of call volume increase.
To reduce the impact and stress on switchboard operations, Parlance customers are requesting IVR applications that:
As a managed service Parlance works with customers to continue to evolve and change call paths and dialogs as circumstances warrant. Usually within 24 hours.
Parlance Account Executive Annmarie Block interviews Duane Donaway, Director of Technology at Hendrick Health.
Read more about Duane Donaway, Director of Technology at Hendrick Health. Duane discusses the benefits of Parlance and improving the experiences of internal and external Hendrick Health callers by using Parlance Service
Parlance is a Covid-19 response tool:
More benefits of Parlance include: