So before Clarus, Graham had a universal reception team throughout the country and calls would be directed to whoever was not on the phone and then they would have to figure out who to send the call to. Sometimes they didn’t make it to the right people and other times we would send a call to someone and maybe they were out to lunch or off for the day. Constantly, our clinical team in additional to our non-clinical team would be pulled from their tasks at hand to answer calls. Patients were very frustrated with the system because they would bounced around, they would end up with the wrong person.
I think a big reason why we switched the Clarus was because of efficiency. Patients get their answers quickly. They are always speaking to the right person. Patient satisfaction went up because they feel like they were heard the first time and we feel like we are able to give a more comprehensive answer. When we get their message we know exactly what they are calling us about and we can prepare for that return phone call. We are focused on the right things.
Our team loves the dashboard. It is a very user-friendly software system. It gives a good snapshot of what is going on in other areas just in case they need to help someone else out. You receive the calls non-urgent or urgent and you can know if you need to immediately return the phone call or if it needs to be handled by someone else. It’s like a one-stop shop for everyone inside the office.
Clarus has really improved our productivity. We have been able to get to other things that maybe we couldn’t because we were tied up on the phones. We are not dealing with calls that we are stuck on for 15-30 minutes that are not our issues to fix. We are receiving less return phone calls asking the same questions like when is my clinician coming out, I forgot to take this, what should I do?
Now, we have it down smooth. All of our calls in under 15 minutes. It’s now a healthy competition with the team on how quickly they can get to return phone calls. Savings with Clarus have been significant. As far as actual labor dollars and efficiency with our staff. Clarus has made my life easier. Anything that helps my team helps me. I love it from that aspect. I can go in at anytime and see how the team is doing. Clarus makes my life easier because it has helped my team morale so much and it has increased our patients satisfaction. As a leader, theres nothing more you can ask for.