At KlickWorks, we know exceptional patient care and business success go hand in hand. When American Vision Group (AVG), a leading national eye care services network, faced challenges in managing surging call volumes, they turned to us for a solution. Here’s how our partnership led to impressive growth and enhanced patient satisfaction.
Situation Overview
American Vision Group has earned a reputation for delivering comprehensive medical and surgical eye care services. However, as their reputation grew, so did the demand for their services, leading to a significant increase in call volume. AVG needed a partner that could handle the increased volume without compromising their high standards of service excellence.
The KlickWorks Solution:
To address AVG’s challenges, we implemented a multifaceted approach:
- Extended Call Answering: We provided before and after-hours live call answering, ensuring patient inquiries were attended to promptly.
- Live Overflow Call Service: To tackle spikes in call volume, we utilized live overflow call services, reducing the risk of call abandonment and boosting patient satisfaction.
- Seamless Integration: Our system was integrated with AVG’s existing patient management systems, streamlining scheduling and communication across multiple locations.
- Expert Training: Our receptionists underwent comprehensive training to deliver personalized, HIPAA-compliant service, ensuring patient confidentiality and satisfaction.
- Robust Reporting Mechanisms: We provided comprehensive call metrics and performance insights, enabling optimized resource allocation, faster response times, and improved patient experience.
- 24.5% increase in appointment volume: Our strategies drove patient engagement, optimizing appointment scheduling.
- 20% increase in live calls answered: Our overflow call service captured more patient inquiries, enhancing accessibility.
- 17% improvement in service level: By freeing up front desk staff to focus on in-person patients, we elevated the overall patient experience.
- 11% reduction in weekly abandonment rates: Promptly addressing patient inquiries mitigated frustration and improved satisfaction.