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Boosting Monthly Call Capacity by 390+ and Reducing Abandoned Calls by 46%
The Company
This healthcare provider has over 80 medical centres across 3 states in Australia with a roster of thousands of nurses, general practitioners and specialized doctors.
For this case study, we’re going to highlight one of their clinics
that delivers the best professional care possible and better GP
and patient satisfaction to the residents of New South Wales.
The Challenge
At the peak of the pandemic, the organization shifted from
onsite examinations to telehealth.
Because of this change, the clinic was flooded with increased calls. This was exacerbated by the additional clinic visits for vaccination and booster shots.
Their onsite receptionist was overloaded with a burdensome number of tasks, from receiving calls to booking appointments to scheduling consultations.
While the staff were doing their best to absorb this overflow,
many calls were still not getting answered. Patients’ requests
for appointments were therefore being missed.
As a result, the clinic was losing revenue due to lost
appointments and patients were becoming
increasingly dissatisfied.
The Solution
The healthcare provider partnered with Origo to build a remote team of virtual receptionists based in the Philippines to handle incoming calls, schedule appointments in a timely manner, and free up the clinic’s receptionists to perform other tasks that were needed to be done at the location itself.
The Company
This healthcare provider has over 80 medical centres across 3 states in Australia with a roster of thousands of nurses, general practitioners and specialized doctors. For this case study, we’re going to highlight one of their clinics that delivers
the best professional care possible and better GP and patient satisfaction to the residents of New South Wales.
The Challenge
At the peak of the pandemic, the organization shifted from
onsite examinations to telehealth.
Because of this change, the clinic was flooded with increased calls. This was
exacerbated by the additional clinic visits for vaccination and booster shots. Their onsite receptionist was overloaded with a burdensome number of tasks, from receiving calls to booking appointments to scheduling consultations.
While the staff were doing their best to absorb this overflow,
many calls were still not getting answered. Patients’ requests
for appointments were therefore being missed.
As a result, the clinic was losing revenue due to lost
appointments and patients were becoming
increasingly dissatisfied.
The Solution
The healthcare provider partnered with Origo to build a remote team of virtual receptionists based in the Philippines to handle incoming calls, schedule appointments in a timely manner, and
free up the clinic’s receptionists to perform other tasks that were needed to be done at the location itself.
The Company
This healthcare provider has over 80 medical centres across 3 states in Australia with a roster of thousands of nurses, general practitioners and specialized doctors.
For this case study, we’re going to highlight one of their clinics
that delivers the best professional care possible and better GP and patient satisfaction to the residents of New South Wales.
The Challenge
At the peak of the pandemic, the organization shifted from
onsite examinations to telehealth.
Because of this change, the clinic was flooded with increased calls. This was exacerbated by the additional clinic visits for vaccination and booster shots. Their onsite receptionist was overloaded with a burdensome number of tasks, from receiving calls to booking appointments to scheduling consultations.
While the staff were doing their best to absorb this overflow, many calls were still not getting answered. Patients’ requests for appointments were therefore being missed. As a result, the clinic was losing revenue due to lost appointments and patients were becoming increasingly dissatisfied.
The Solution
The healthcare provider partnered with Origo to build a remote team of virtual receptionists based in the Philippines to handle incoming calls, schedule appointments in a timely manner, and free up the clinic’s receptionists to perform other tasks that were needed to be done at the location itself.
The Result
In less than three weeks, Origo was able to hire and train three much-needed virtual receptionists and deploy them right away.
Within 5 months, the clinic’s virtual receptionists were able to:
- Reduce abandoned call by 46%
- Increase call handling capacity by over 390+ calls
- Relieve overburdened receptionists of more than 76% of incoming call volume
