ABOUT CHAPCARE

ChapCare is a community health clinic in Pasadena, California, dedicated to providing quality healthcare to the San Gabriel Valley. Serving men, women, children, and people of all ages, ChapCare has been a pillar of community health. Since 2013, it has been recognized as a Patient-Centered Medical Home (PCMH), emphasizing continuous, coordinated care led by specialized physicians to maximize patient health outcomes.

Their problem

To achieve this, ChapCare identified several key areas for improvement:

Increase in Call Center Workforce

The clinic needed to expand its call center team to handle the growing number of patient inquiries and ensure that calls were answered promptly.

Improved Call Handling

ChapCare aimed to significantly increase the number of calls handled by their team to better serve their patient population.

Reduction of Waiting Times

Long waiting times were a major pain point for patients, and ChapCare sought to reduce these delays to improve patient satisfaction and access to care.

Minimization of Abandoned Calls

The clinic needed to expand its call center team to handle the growing number of patient inquiries and ensure that calls were answered promptly.

Launch of After-Hours Support

ChapCare aimed to significantly increase the number of calls handled by their team to better serve their patient population.

OUR SOLUTION

The results

Average Waiting Time Reduction

We achieved a remarkable 99.92% reduction in average waiting time, bringing it down to just 0.47 seconds from the previous 10 minutes.

Increase in Handled Calls

The total number of calls handled monthly saw an increase of 112%, significantly improving patient access to care.

After-Hours Service Implementation

Since implementing our after-hours service, ChapCare has been able to handle 4,606 calls, providing essential care to patients during non-business hours.

Daily Call Handling Efficiency

We enhanced the daily call handling capacity by 93%, ensuring that more patients received timely assistance each day.

Agent Efficiency Improvement

he percentage of calls handled per agent increased by 223%, demonstrating a substantial improvement in individual agent productivity.

Patient Transfer Efficiency

While the number of patients transferred to nurses or doctors after-hours has decreased, this reflects our efficiency in resolving more issues directly through the call center, reducing unnecessary transfers and ensuring that critical cases receive the appropriate attention.

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