About UCHCLA

Universal Community Health Center Los Angeles (UCHCLA) is a vital healthcare provider serving the South Los Angeles community. Committed to offering quality and accessible healthcare, UCHCLA has been at the forefront of addressing the medical needs of a diverse population. UCHCLA plays a crucial role in improving public health outcomes in one of Los Angeles’ most underserved areas.

Their problem

As UCHCLA continued to grow and expand its services to meet the increasing healthcare demands of South Los Angeles, the clinic faced significant challenges in managing patient communication. The existing call center team was struggling to handle the rising volume of patient calls, leading to longer waiting times and a higher number of missed or unanswered calls. This bottleneck not only affected patient satisfaction but also hindered the clinic’s ability to provide timely care.

UCHCLA needed a solution that would allow them to scale their call center operations quickly while maintaining, if not improving, the quality of service that their patients had come to expect. They sought to reduce the average waiting time for patients and ensure that a higher percentage of calls were answered promptly, thus enhancing overall patient experience and operational efficiency.

OUR SOLUTION

To address UCHCLA’s challenges, Nomad Desk deployed a tailored call center solution designed to scale with the clinic’s rapid growth and improve patient experience. Our approach was multi-faceted, focusing on expanding the call center capacity while enhancing the quality of service provided to patients.

Tailored Staffing & Multilingual Support

We onboarded a team of highly trained, multicultural, and multilingual agents who were carefully selected to match the specific needs of UCHCLA’s patient base. This ensured that every caller could communicate effectively and feel understood, regardless of language barriers.

Comprehensive Training & Continuous Support

Our expert trainers provided in-depth training to the new agents, equipping them with the necessary skills and knowledge to handle a wide range of patient inquiries and concerns. We also assigned a dedicated campaign manager to oversee the operations, ensuring that any issues could be addressed immediately and adjustments could be made in real-time to optimize performance.

Technology Integration & Efficiency Optimization

By integrating the latest call center technology, we were able to streamline call routing, reduce waiting times, and ensure that every call was answered promptly. Our systems allowed us to handle a significantly higher volume of calls without compromising on service quality.

The results

Call Volume Increase

Our solution led to a 289% increase in the number of calls handled per week, allowing UCHCLA to serve a significantly larger portion of their community.

Reduced Waiting Times

The average waiting time for patients was reduced by 85%, drastically improving the patient experience and ensuring quicker access to care.

Enhanced Call Resolution

With a 57% increase in the percentage of answered calls, UCHCLA saw a dramatic improvement in their ability to respond to patient needs, reaching an impressive 99.31% call resolution rate.

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