Jackson Health System is a not-for-profit, academic medical institution in Miami, Florida. Anchored by Jackson Memorial Hospital, it is considered one of the nation’s largest and most respected public care networks. Its call center is one of the largest and most comprehensive in the state of Florida.
During the COVID-19 pandemic, Jackson Health experienced challenges related to the unprecedented rise of staff shortages combined with rising incoming call volumes. As a result, patients experienced long hold times, conversations seemed hurried, and navigating the process of referrals and appointment scheduling resulted in lost calls, raising the risk that patients would leave Jackson Health for another provider.
Due to the rise of inbound calls during the pandemic, a live voice communication strategy to help keep patients get the care they needed and keep them in the Jackson Health system was necessary. In addition to specific tools to meet goals and provide a methodology for long-term success, training was required so agents could bring more compassion, care, and warmth to the caller experience, instilling trust and retaining patients.
Since we were familiar with the EPIC platform, the strategy for inbound prescription call support was quickly developed and implemented using five key steps:
IDENTIFY AREAS NEEDING SUPPORT
FORM A CLIENT PARTNERSHIP
AGENT TRAINING
PRESCRIPTION CALL SUPPORT
UPDATE METRICS AND PROTOCOLS
"The training went so well. The team asked all the right questions. Working and collaborating delivered outstanding results. We saw an immediate decrease in call handle time, more calls fulfilled, patient prescriptions filled, and issues resolved."
"Trust is so important to the patient/provider relationship - it increases equity and access, helping to maintain valuable patient relationships The addition of human touch in a one-on-one call, along with information sharing and convenience of the warm transfer resulted in increased patient retention for Jackson Health."