
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
As part of their ongoing mission to enhance the quality of healthcare services provided to the community, ChapCare recognized the need for a complete redesign of their customer support infrastructure. The clinic’s goal was to ensure that every patient received assistance in the most efficient and effective way possible, regardless of the time of day.

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





OUR SOLUTION
To address the challenges faced by ChapCare, Nomad Desk implemented a comprehensive redesign of their customer support infrastructure, focusing on scalability, efficiency, and patient satisfaction. Our solution was tailored to meet ChapCare’s specific needs, ensuring that every patient received the best possible care and support, regardless of the time of day.
Expansion of Call Center Workforce: We significantly increased the number of call center agents, ensuring that ChapCare could handle a higher volume of calls while maintaining a high standard of service. Our agents were thoroughly trained to manage a diverse range of patient inquiries, providing compassionate and effective support.
Efficiency and Quality Improvements: By leveraging advanced call center technologies and our expertise in operational efficiency, we optimized call routing, reduced waiting times, and minimized the number of abandoned calls. This ensured that more patients could reach the support they needed without unnecessary delays.
After-Hours Support: Understanding the importance of continuous care, we established a brand-new customer support team dedicated to after-hours service. This team was specially trained to handle the unique challenges of after-hours calls, ensuring that patients received timely assistance even outside regular clinic hours.
Continuous Monitoring and Adaptation: Our dedicated campaign manager worked closely with ChapCare to continuously monitor performance, identify areas for improvement, and make real-time adjustments. This proactive approach allowed us to maintain high service standards and quickly respond to any emerging needs.
The results






Our partnership with ChapCare has transformed their patient support capabilities, enabling them to deliver continuous, high-quality care to the communities of the San Gabriel Valley. At Nomad Desk, we are dedicated to helping healthcare providers like ChapCare enhance their services and achieve better health outcomes for their patients.
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