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A few examples from clients who have solved big problems to achieve success.
Duane Donaway, Director of Technology at Hendrick Health is interviewed by Parlance Account Executive Annmarie Block. Duane discusses the benefits of Parlance, including:
Parlance is a Covid-19 response tool:
When Jake Dorst joined Tahoe Forest Health System as CIO, his new colleagues told him plainly: they were frustrated with their current call system. Every day, countless patients were getting lost in the void of endless, often inaccurate phone trees, and executive assistants were fielding calls that erroneously landed on their lines. The offsite Operator Services team seemed frazzled – overworked and underpaid – with high turnover preventing them from providing reliable service. And above all else, Jake was worried that the complete absence of call volume data was creating a serious blind spot.
“The offsite Operator Services folks would say, ‘Oh, we connected that call.’ Well, if they connected it to…
– the wrong place, that doesn’t help anyone! I needed accuracy and data that they simply couldn’t provide.”– Jake Dorst, Tahoe Forest Health System CIO
Harnessing the power of voice – and data
Seeing that Tahoe Forest was hungry for change, Jake recommended Parlance voice-enabled call routing. He had had success with Parlance at other organizations and knew that the implementation would be seamless and the results invaluable. No more confusing IVR menus and no more lengthy hold times. Moreover, with plans on the horizon to build a centralized Access Center to support clinics, registration, scheduling, bill pay, and care navigation, Jake knew they needed a strategic partner that could streamline the patient experience and provide actionable data to inform their planning.
“Having Parlance as a reliable solution was invaluable as we built out the Access Center. We simply wouldn’t have been able to build it with the offsite staff. It’s really been a huge win for us.”
Inspiring patient confidence
With the Parlance-supported Access Center providing a centralized access point for patients to get the information they need simply by speaking, patients now have seamless access to the care they need.
And with voice-enabled self-service relieving the burden of routine and erroneous transfers, front desk staff and agents have time to provide better service to patients who need complex, empathetic support.
The result? Staff and patient satisfaction are soaring at Tahoe Forest – in no small part thanks to Jake advocating for change.
“It was great to have a win like this early on in my tenure at Tahoe Forest. A lot of people welcomed the change to Parlance, and to see it work so well has been really rewarding. When you’re a hospital or healthcare system, patients judge your competence at every level. And if you can’t get your phone right, they’re wondering if you’re going to get their hip replacement right. Parlance has helped maintain patient’s confidence in the care they receive with us.”
With nearly three decades’ experience as telecommunications manager at The Valley Health System, Jayne Chase knows her call center inside out. And with 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 her team members. Resignations were a concern, especially working in a hospitality town that offered other telecommunication opportunities.
“It was really hard. With the hotels and casinos as our competition, it was tough getting good people to stay…
We had resorted to temp workers, but training new people every month was very expensive and time-consuming.” – Jayne Chase, Valley Health System Telecommunications Manager
Making a business case for automation
Jayne knew that patient experience was going to continue to decline unless something changed. She approached her CFO with Parlance, pitching the solution as a way to reduce the number of calls requiring operator assistance by 50%, make more efficient utilization of the current staff, eliminate caller hold times, and get call center staff back on track to providing effective, pleasing, personalized customer service.
“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.”
Realizing labor cost savings
Now, with Parlance-provided data, the business case speaks for itself – and, as Jayne puts it, “the solution has lived up to what we expected, answering up to 50% of our incoming calls.” In fact, The Valley Health System recently opened a new hospital without having to hire more operators, representing a significant ROI. 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.
“Now, in the event of only one person staffing the phones, Parlance can handle nonemergency calls – seamlessly and accurately – which frees up staff to answer critical code calls.”
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