The Problem: High Call Volume and Missed Follow-Ups Limited Patient Access
Graham Healthcare Group (GHG), a leading home health provider treating over 75,000 patients annually, manages more than 21,000 inbound calls each month through a team of 8 full-time receptionists.
While patient calls were initially answered live and transferred to local branches for follow-up, the system created significant gaps in communication:
- Approximately 50% of transferred calls went to voicemail
- Limited visibility into whether local branches followed up on missed calls
- Delayed response times, often taking multiple days to return patient messages
- Calls were sometimes routed to the wrong teams or locations
- High operational costs to maintain live call coverage
- Limited scalability as call volume continued to grow
As a result, valuable patient inquiries and referral opportunities were being delayed or lost, prompting GHG to seek a more scalable and transparent patient communication solution.
The Solution: Smart Call Routing and Automated AI-Transcription
GHG choose to implement Clarus, a technology-based call management solution that leverages smart routing and AI-transcription to make answering calls easy and efficient.
Key capabilities included:
- Reduced operational burden for staff
- 33% decrease in inbound calls
- Improved visibility into patient call reasons
- Zero patient hold times
- Faster resolution of patient inquiries and requests
With Clarus in place, GHG eliminated missed call gaps, improved response speed, and created a scalable, transparent call management system across its network of home health branches.