Inbound calls were increasing.
Front desk staff could not handle the call volume.
Appointments were not being rescheduled in a timely manner.
Patient satisfaction was suffering.
All inbound calls were outsourced to Stericycle.
Stericycle handled most calls—providing patients with operating hours and directions, rescheduling appointments when necessary, and transferring more complex inquiries accordingly.
Cancel thousands of appointments without losing patients.
Reassure patients about safety protocols during the pandemic.
Reschedule appointments within a six-month window.
Educate patients about missing annual scans, such as mammograms.
3,284 appointment rescheduling calls.
2,082 appointments rescheduled within 6 months of calling.
Continued care for 60% of radiation patients.