
ABOUT UMMA
UMMA envisions itself as part of a larger network of institutions addressing the health and well-being of the underserved and indigent, mindful of the cultural, spiritual, social and economic realities that impinge upon them, and the traditional barriers to accessing care.
SITUATION
We first became aware of the operational challenges at UMMA Community Clinic through a referral from another clinic in Los Angeles. Recognizing the need for enhanced call center services, UMMA’s leadership reached out to us for more information. To properly assess the clinic’s situation before proposing a solution, we conducted a detailed analysis, including a report for March 2023, one month before we started our services.
Their problem
UMMA Community Clinic faced significant challenges in managing patient calls without a dedicated call center staff. Existing clinic personnel had to split their attention between in-clinic patient care and answering patient calls, leading to inefficiencies. The clinic’s daily call capacity was limited to around 122 answered calls, with a low acceptance rate of 67.62%. Patients faced long waiting times, sometimes as high as 6 minutes, which led to frustration and dissatisfaction. Although the average handle time of 3:18 and average hold time of 32 seconds were within acceptable ranges, the absence of a focused call center team was a critical bottleneck, affecting overall patient care.

OUR SOLUTION
To address these challenges, we implemented a specialized call center solution that significantly improved efficiency and patient satisfaction:




THE RESULTS
Our tailored solutions led to significant improvements in key performance indicators:



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