The Problem: Traditional Medical Answering Service Caused Delays and Missed Calls
Prior to Clarus, a children’s hospital relied on a traditional medical answering service to manage patient calls. While the goal was to improve patient experience and reduce hold times, the existing system created several operational challenges.
- Patients experienced long hold times
- Calls were missed or mishandled by the call center
- Physician response times were delayed
- Service disruptions occurred during inclement weather, impacting reliability
- Staff lacked visibility into call activity
These limitations of the medical call center impacted the hospital’s ability to deliver timely, high-quality care to pediatric patients and their families.
The Solution: Intelligent Call Routing and Reliable Patient Communication with Clarus
The children’s hospital implemented Clarus’s call management solution to modernize and centralize their patient communication and after-hours call management.
Key capabilities included:
- Intelligent call routing to the correct healthcare providers
- Reduced patient hold times through streamlined call workflows
- Real-time insight to ensure urgent calls were addressed quickly
- Improved tracking and monitoring of patient communication
- Increased reliability compared to a traditional medical answering service
With Clarus in place, the children’s hospital improved responsiveness and enhanced the overall patient experience.