Business Challenge

Our client is a highly recognized county-based public healthcare delivery system. After implementing Safety Net Connect’s electronic provider consultation and referral system, the volume of patient calls to schedule appointments with specialists increased dramatically, resulting in long wait times and reducing patient and provider satisfaction. The Managed Care Services (MCS) Division engaged Kenny & Company to perform an assessment of the specialty care appointment call center operations.

The key issues that faced our client were:

  • High backlog of appointments to be scheduled
  • Long wait times (over seven minutes) for patients calling in
  • Unacceptable call abandonment rate (up to 25%)
  • Limited use of metrics to flex staff during periods of high demand

Client & Engagement Quick Facts

  • Owns and manages four hospitals, several of which are teaching hospitals affiliated with universities, with numerous hospital-based clinics and community health centers
  • Call center receives approximately 300 calls per day
  • Scheduling team averages 10,000 specialist appointments per month

Our Solution

Kenny & Company discovered that the appointment scheduling unit was not designed to be an inbound call center so this function had not been sufficiently structured, staffed, or managed. We made recommendations to redesign the inbound call function, using patient service agents to answer the phone calls and then transfer to trained appointment schedulers. This required partnership with MCS’s patient service call center. The redesign also allowed the call center to extend its hours to provide more flexibility for patients calling to schedule an appointments. Kenny & Company recommended close monitoring of key call center statistics to allow for dynamic adjustment of staffing during high call volume periods.

Business Benefits

Kenny & Company’s recommendations dramatically improved call center operations. Call wait times were reduced by six minutes, abandonment rate is less than five percent, and patients have increased hours to schedule their specialty care appointments.

About Kenny & Company

Kenny & Company is an independent management consulting firm providing Strategy, Operations and Technology consulting services to our clients. Our management consulting practice, experience and insight also enable us to provide early stage venture capital investments to select startup companies, and through our philanthropic endeavors to give back to our communities.