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:

Dedicated Call Center Team

We provided a team of well-trained agents solely focused on handling patient calls, allowing UMMA’s in-clinic staff to concentrate on direct patient care.

Comprehensive Training

Our agents received thorough training to ensure they were fully versed in UMMA’s protocols and procedures. Continuous internal training and close supervision were key to maintaining high standards.

On-Site Support

To ensure a smooth integration and enhance staff retention, we deployed two seasoned staff members to UMMA’s call center. This hands-on approach allowed us to quickly address any operational issues.

Performance Monitoring

We utilized advanced monitoring tools and regular reporting to track productivity and call quality, enabling us to make real-time adjustments and maintain high service levels.

THE RESULTS

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

Patient Calls

Increased from 67.62% in March 2023 to 92.58% in March 2024, demonstrating a substantial improvement in the clinic’s ability to handle patient calls effectively.

Average Hold Time

Improved by 50%, significantly reducing the time patients were kept on hold.

Answered Calls

The number of answered calls increased by 60% from March 2023 to March 2024, reflecting the enhanced efficiency and capacity of the call center.

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