Office Locations:
23 in Southern California
Providers:
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.
How We Turned the Challenge Into Results
The Big Picture
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.
Challenges Faced by Golden State Ortho
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
Care Desk, the healthcare and patient access CRM
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
125%+
More calls per day per agent:
Before, fast agents were taking 50-60 calls a day. “Slower” agents sometimes now take 80 calls per day.
95%+
Of calls have guidance for nonclinical agents to make decisions
75%+
Reduced on boarding time:
Onboarding patient coordinators takes 2.5 days instead of 2 weeks!
100%
Encounter documentation and reporting:
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.
RESULTS – onboarding staff
“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.“
Jordan Sappington
Director of patient information services
RESULTS – onboarding staff
- Improved patient care
- Increased satisfaction for patients and physicians
- Automated physician preferences with Provider 360
- Exponential growth in clinical extensions
- More efficacious information gathering
- Better balance of workflow and reduced messages for medical assistants
Golden State Ortho implemented the following Care Desk Tool Sets
- Round Robin for equitable appointment distribution
- Full integration with Athena EHR and PM
- Integration with telephone
- Non-clinical workflow guidance
- Intelligent Scheduling
- Patient Self-Scheduling
- Business Intelligence dashboards and reports
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.
Learn More
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.
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