The call centers for a large national physician services group were struggling to meet customer service and business goals. Despite investing in new telephony technology, they were still challenged by high abandon rates and low collections. Hunter Health Partners was asked to provide advisory services and lead select initiatives aimed at improving operational efficiency and financial success. Pre-Covid results include an 18% increase in calls handled, 56% reduction in abandoned calls, and 19% increase in agent productivity.

The outsourcing partner for a Regional Non-Profit Academic Medical System’s Scheduling department was not meeting expectations with high volumes of unanswered calls and a large backlog of orders to be scheduled. Our team* assumed responsibility for the client’s Scheduling operations resulting in a 25% increase in calls received and calls handled, a reduction of outstanding orders by 77% and 25,000+ more appointments scheduled (annually). This engagement led to additional scope of services including physician coding.

A leading national health network that had grown through acquisition had multiple centers and local teams supporting its back office business operations creating complexity, duplication, and inefficiencies. Our team* led centralization and consolidation to establish a Centers of Excellence model supporting scheduling, authorizations, pre-registrations, financial clearance and coding functions with $5.5M in cost savings for the client.

The call centers for a large national physician services group were struggling to meet customer service and business goals. Despite investing in new telephony technology, they were still challenged by high abandon rates and low collections. Hunter Health Partners was asked to provide advisory services and lead select initiatives aimed at improving operational efficiency and financial success. Pre-Covid results include an 18% increase in calls handled, 56% reduction in abandoned calls, and 19% increase in agent productivity.