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A major academic medical center turned to Stericycle Communication Solutions to manage their medical call center services, answering high volumes of inbound calls, and proactively rescheduling thousands of patient healthcare appointments.

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Medical Center Staff Were Overwhelmed With Inbound Calls

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Inbound calls were increasing.

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Front desk staff could not handle the call volume.

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Appointments were not being rescheduled in a timely manner.

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Patient satisfaction was suffering.

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Outsourcing All Inbound Calls to Stericycle

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All inbound calls were outsourced to Stericycle.

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Stericycle handled most calls—providing patients with operating hours and directions, rescheduling appointments when necessary, and transferring more complex inquiries accordingly.

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Contact Thousands of Patients to Reschedule Appointments

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Cancel thousands of appointments without losing patients.

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Reassure patients about safety protocols during the pandemic.

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Reschedule appointments within a six-month window.

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Educate patients about missing annual scans, such as mammograms.

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Stericycle Medical Call Center Agents Called Radiology Patients to Reschedule Cancelled or Postponed Appointments.

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3,284 appointment rescheduling calls.

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2,082 appointments rescheduled within 6 months of calling.

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Continued care for 60% of radiation patients.

Relieved of incoming scheduling calls and healthcare appointments, front desk staff now have more time to manage more complex caller issues, while the outbound call program helped over 60 percent of patients keep appointments and stay in the health system.

 

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