Insights / Case Study
As this regional specialty healthcare provider continued to expand its network of affiliates, it required a flexible, cloud-based foundation to enable delivery of high-quality patient and provider experiences. The client’s Patient Assistance Center (PAC) needed to scale to support accelerated growth, while providing easy, personalized experiences.
The client struggled to respond to patient requests, with up to 40% of calls being abandoned. Multiple legacy and siloed CX systems across its more than 60 locations created operational inefficiencies, unnecessary technical debt, limited data sharing, and made onboarding new clinics a complex and time-consuming process, typically taking months, and slowing speed to benefit for the client and its patients. Without next-gen contact center technology and digital self-service options, the client faced patient and staff frustration, lost revenue, and decreasing patient loyalty.
Our client wanted to provide a modern patient experience, simplify its technology and operating structure, and reduce operating costs for a more centralized, intelligent PAC experience. They chose Concentrix because of our ability to offer not only CX technology but also advisor services to augment the PAC staff, and managed services to ensure that the entire solution was efficiently and effectively implemented, and continually improved.
The Concentrix team began with an in-depth evaluation of existing technology and processes, gathering insights into the patient journey to create a roadmap for implementing a next-gen CX solution. Our managed service began by migrating the client’s legacy contact center platforms, by region, into one cloud-based environment with Concentrix Cloud Contact Center for Amazon Connect, an omnichannel contact center solution that provides maximum scalability and easy implementation of new self-service channels.
We continued to introduce digital self-service channels starting with voice, then text and chatbots, all leveraging the conversational AI functionality of Amazon Lex that allows patients to express exactly what they need, in their own words. Smart routing based on patient intent decreases misrouted calls and improves the patient experience.
Integration with the client’s Allscripts EMR system provides access to data that enables Concentrix Virtual Assistants to automate the patient authentication process and provide a consistent user interface across all channels.
The virtual assistants capture low-complexity information that is shared with live advisors who quickly address patient requests for things like appointment scheduling, which reduces average handle time and overall contact center costs.
Moving to the cloud enabled this client to provide a consistent “digital front door” experience for patients and providers. The company streamlined its PAC operations, retired technical debt associated with legacy infrastructure, and provided greater access to information, which translated into a better, more responsive patient experience.
“Concentrix are an exceptional organization blending flexible models for resource augmentation empowered by best-of-breed technologies. They have been essential to our success in the ‘new normal’.”
– VP Clinical & Business Systems
40% cost savings from contact center operational efficiencies
$500K/year savings through efficiencies gained in onboarding new clinics
4-6 weeks average reduction in onboarding time
Offering patients more digital self-service options is critical to providing fast, frustration-free experiences. In the very near future, patients will have the ability to cancel, reschedule and receive appointment reminders via text messaging. As a strategic partner, Concentrix remains committed to helping this client increase patient and provider loyalty through more personalized, omnichannel experiences.
