Talking points:
- 47% of consumers say that healthcare and life sciences are more focused on industry needs than patient needs, says Salesforce report. The key to better business is changing this.
- More than 325,000 licensed NPs in the United States manage more than 1 billion patient visits annually. The added pressure of managing appointments can be disastrous for the practice.
- The labor market squeeze in US is affecting healthcare, especially hurting patient experience. Rekha Technologies LLC can step in and take charge of your front desk so that the staff can focus on patient care.
- A Deloitte report says that as healthcare industry is looking toward a hybrid health landscape post-COVID-19, they are looking for ways to make new tools and platforms work for them. Rekha Technologies LLC offers a subscription-based plug and play model to begin.
Gynaecology Hospital in Adelanto, CA
Challenge
There was consistent mismanagement in appointments at the front desk of an Adelanto, CA based hospital. From the patients who were coming in, to doctors whose schedules were all messed up, everyone was pressurizing the front desk staff to do better. Many even complained about rushed and not so polite response to their calls. The staff on the other end was struggling between patient management, answering calls, and maintaining the physician’s calendar.
Solution
In a quick handover, the appointment related calls were handed over to Rekha Technologies LLC with 24/7 support.
Outcome
Increase in average response time and better coordination with patients. As a result, more queries, more appointments.
- Reduced average hold time from 2.6 minutes to 28 seconds
- No mess ups in appointment
- Zero downtime at the front desk, all calls were being answered
- Better focus on patient care with reduced time spend time at the desk
- High work satisfaction amongst staff
Orthopaedics practice in Greenport, NY
Challenge
The front desk staff was overburdened with diverse phone calls and in-person patient interactions. At this point, reducing attrition, hiring new agents, and training them was an uphill task. Handling the increased demand and shortage of skilled workforce was hurting business. Abrupt absenteeism was another challenge to manage the daily front desk operations.
Solution
Rekha Technologies LLC created a remote team which could handle incoming appointment related calls, collect appropriate information, and book the appointment in the client’s practice management software.
Outcome
- Hiring requirements substituted by FTEs
- Considerable reduction in operational costs
- Significant process improvements integrated as change management, including improved data and operations research methods, such as discrete-event simulation and optimization
Radiology practice in Madison, WI
Challenge
The front desk was inundated by excess calls, and even with their best intention and speed, were not able to pick up all the calls. Visiting patients would often mention that their calls were received only after multiple attempts. The imminent problem of missed calls was staring the practice.
Solution
Rekha Technologies LLC recently took charge of their front desk. The response time is now quicker, ensuring that most calls were answered in no time. Nonetheless, if any calls are missed, out outbound team calls them.
Outcome
- Almost zero missed calls in the last 3 months
- Better managed front desk
- More focus on patient care
- Improved patient experience