Health System Removes Call Routing Errors for Over 1,100 Providers
Location: Louisville, KY
Number of Providers: 1,100+
CBSA Population: 4.5 Million
What was the problem?
This healthcare system was using a traditional call service when they realized this wasn’t the best solution to utilize when receiving 7000 urgent calls per day between 1,143 doctors across the system. They ran into many errors including long patient hold times and mishandled calls on a day to day basis. Calls were being missed or not relayed to the right provider resulting in poor patient care.
The health system knew it was time for a change. They started looking at multiple call management platforms, looking at Clarus to be a promising solution to meet their patient’s needs.
What was the solution?
Clarus proved to be a transformative solution for this healthcare system’s call management needs. They went from managing 3 to 4 ineffective solutions for call management including call centers, nurse triage lines, outsourced operators to one centralized solution with Clarus. This allows for management to have full control and insight into how clinics are supporting patient calls. Clarus’ system grants access to users with varying profile types, so staff only have access to the clinics they need, while management can see all clinics they oversee.
With Clarus in place, the system’s 7000 daily urgent calls were now efficiently managed and routed to the appropriate healthcare providers, reducing instances of missed calls and ensuring that patients received the care they needed promptly. This transition to Clarus not only helped their previous problems but also elevated the quality of patient care, making a step toward a more streamlined and effective healthcare communication system.