Helping Clinics Manage High Call Volumes

Client Background

‍A busy healthcare clinic with a capable in-house reception team faced challenges handling a surge of patient calls during peak hours. The clinic wanted to ensure that all patient inquiries were answered promptly without overwhelming their staff.

Challenges Faced

‍The clinic’s main challenges included:

• High call volumes during peak times, leading to missed calls and delayed responses when staff were already occupied
• Increased patient dissatisfaction due to unanswered calls, especially for urgent appointment requests or inquiries
• In-house staff stretched between managing calls and providing direct support to patients on-site

Solutions Provided

‍Ascendist provided a customized call overflow solution that seamlessly integrated with the clinic’s existing team:

1. Peak-Hour Call Overflow Management: We handled overflow calls during the clinic’s busiest hours, ensuring every patient received a prompt response.
2. Appointment Scheduling and Inquiry Handling: Ascendist’s team assisted with appointment bookings and patient inquiries, reducing wait times and improving patient satisfaction.
3. Real-Time Communication with Clinic Staff: We documented every interaction and provided regular updates to keep the clinic’s team informed and prepared for patient follow-ups.

Results Achieved

‍With Ascendist’s peak-hour overflow support, the clinic achieved:

• A 25% reduction in missed calls, allowing for improved patient engagement and fewer rescheduling needs
• Enhanced patient satisfaction, as all inquiries were answered promptly and professionally
• Increased efficiency for in-house staff, who could now focus more on in-person care without the pressure of managing high call volumes

Client Testimonial
“Ascendist’s support during peak hours has been invaluable. Our patients receive timely responses, and our team has more time to focus on what matters most—quality patient care.”

Looking to ensure every patient call is answered, even during peak times? Discover how Ascendist’s call overflow solutions can support your clinic—contact us today!

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