The Problem: Manual Call Routing Created Delays and Errors
Managing after-hours patient and provider calls with a traditional answering service created several challenges for Virginia Heart.
- Calls were frequently routed to the wrong provider
- Complex physician call schedules were difficult to manage
- Office staff and providers had to manually correct routing errors
- Delays in communication impacted response times for urgent needs
- Administrative burden increased for both providers and staff
These call routing challenges and errors made it increasingly difficult to provide timely patient care and maintain strong hospital relationships.
The Solution: Automated Call Routing for After-Hours Patient Calls
Virginia Heart implemented Clarus to automate after-hours call routing and eliminate the errors associated with traditional answering services.
Key capabilities included:
- Automated call routing based on provider schedules
- Support for multiple physician on-call schedules
- Accurate routing of urgent patient and hospital calls without staff intervention
- Reduced administrative burden for providers and staff with the easy-to-use mobile app
- Faster response times for after-hours needs
The result was a more reliable after-hours communication process that eliminated call routing errors, improved patient satisfaction, and reduced stress on providers and office staff.