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We are celebrating Amtelco’s 50th anniversary all year long! In this series, we’re shining a light on our customers who graciously worked with us on case studies. These real-world use cases provide invaluable information to others in the healthcare industry who may be facing similar communication challenges at their organization.
First on our list is State University of New York (SUNY) Upstate Medical University (Upstate). Upstate wanted to improve the patient experience by reducing caller wait times and call times and lowering abandonment rates in its call center.
They discovered the time it took for agents to obtain information from patient callers could be improved. “We realized operators had to ask a series of questions to figure out which patient they were talking to,” said Jody Williams, Call Center Systems Administrator for Upstate. The agents needed more information about each caller sooner to reduce the call’s overall time and handle calls more efficiently.
Take a look at our case with Upstate to discover how Amtelco integrated with the Epic electronic medical record (EMR) software to enable a patient’s record to automatically pop up on an operator’s screen when the patient calls. Agents can verify who they are speaking to with using a shorter list which led to a reduction in call time.
