23 in Southern California
58 Orthopedic specialists and advanced practitioners, with a team of physical therapists, occupational therapists, and other healthcare professionals.
Golden State Ortho is a leading orthopedic practice located in Walnut Creek, California. Their team provides comprehensive services for a wide range of musculoskeletal conditions, including sports-related injuries, joint replacements, fractures, and spine care. The practice is highly trained in advanced techniques and new technologies, including arthroscopy, joint replacement, minimally-invasive spine surgery, and physical therapy. Their main goal is to provide the highest quality, comprehensive care to their patients.
Despite its ongoing mission reputation, Golden State Ortho faced bottlenecks from the call center. Hold times were too long and abandonment rates high. There were a number of operational challenges behind these numbers, including complex flows, high handle times and staffing shortages.
As a result of implementing Care Desk CRM, call volume was reduced to controllable levels, staffing pressure was relieved, and scheduling capability improved. Patient satisfaction is at an all-time high, training costs are low, and provider onboarding is smooth.
Despite its ongoing mission reputation, Golden State Ortho faced bottlenecks from the call center. Hold times were too long and abandonment rates high. There were a number of operational challenges behind these numbers, including complex flows, high handle times and staffing shortages.
As a result of implementing Care Desk CRM, call volume was reduced to controllable levels, staffing pressure was relieved, and scheduling capability improved. Patient satisfaction is at an all-time high, training costs are low, and provider onboarding is smooth.
Call Center needed help dealing with staffing shortages coupled with rising call volumes.
Patients needed more efficient customer service experiences.
Call center agent work was highly redundant and complex because tools weren’t integrated
A user-friendly and intuitive customer relationship management (CRM) platform designed from the beginning with artificial intelligence for healthcare organizations.
One-Stop shop, fully integrated with NextGen Healthcare
Guides agents & nurses through scripting/guidelines
Automatically documents each encounter
Automates scheduling rules & provider requirements
Patients schedule themselves
Enforce equitable scheduling among providers
Before, fast agents were taking 50-60 calls a day. “Slower” agents sometimes now take 80 calls per day.
Onboarding patient coordinators takes 2.5 days instead of 2 weeks!
Everyone can see phone history in patient’s chart Requests no longer get lost Can measure and improve reasonable callback times
Patient 360 – Patient 360 is a healthcare technology platform that consolidates data from multiple sources to provide a holistic view of the patient at the agent’s fingertips. It enables streamlined and personalized care.
“Never, in all my days, have I heard of agents being trained and taking calls without error in 2 days of being hired. That’s what happened to us within 2 weeks of going live.“
Director of patient information services
One major advantage has been the implementation of patient self-scheduling for appointments, surgeries, and pain management. This new process has been adopted very quickly and is well-received by healthcare providers.
Care Desk makes intricate access easy. The premier Clinical Healthcare CRM and Patient Access platform guides your patients from web search, through Intelligent Scheduling directly in your Athena PM. Nurse Triage saves to your Athena EHR—all on a single page.
Contact Us:
