Leading Home Health Provider Saved Over $800k Annually

As a leading home health provider, Graham Healthcare Group (GHG) treats over 75,000 patients annually. Their work naturally leads to a lot of phone calls – 21,000 inbound calls monthly, answered live by 8 full-time receptionists. GHG was committed to a live caller response with a warm hand-off to local markets.

Once calls left reception and were transferred to local branches for follow up, GHG could see that 50% of calls were going to voicemail. The team would get automated emails about missed calls, but had no visibility or tracking on the branch follow up.

Knowing how valuable those additional calls were – whether it be a patient concern or a new referral – GHG looked to solve their call issues including:

• Inability to answer calls
• Calls getting routed to the wrong places
• Multi-day turnaround time to return messages
• High cost of call management
• Lack of scalability as they continue to grow

What was the solution?

GHG choose to implement Clarus, a technology solution to call management that leverages smart routing and AI-transcription to make answering calls easy and efficient.

With Clarus, callers are never on hold. They immediately select their reason for a call and leave a message. That message is automatically transcribed, sorted and sent to the appropriate team.

With the implementation of Clarus, GHG has:

• Reduced inbound calls by 33%
• Saved over $800k annually by reducing FTEs that were managing inbound calls during and after office hours
• Team members deal with less operational burden, which helps with employee retention
• Transparency into reason for call and speed of team follow-up
• 0 patient hold times
• Resolved 27% of calls in 15 minutes or less

The best part? These results were realized immediately. Missed calls stopped the day of Clarus implementation and staff adapted to the new workflow within hours – not weeks.