Kate R

Case Studies

Oral Surgery Practice Improves the Patient Experience with CallFinder

Cloud-based speech analytics technology uncovers employee coaching and scripting opportunities

Client Profile:

A team of oral surgeons diagnose and treat a wide range of problems including facial pain, injuries and fractures. They perform oral and maxillofacial procedures including dental implant surgery, wisdom tooth removal and corrective jaw surgery, and also offer cosmetic facial surgery procedures. The practice has seven patient care coordinators handling over 2,000 inbound phone calls each month.

Background/Challenge:

The oral surgery practice was not recording calls prior to implementing CallFinder. The practice manager and doctors had no efficient method to assess how well the patient coordinators were handling calls, and if they were following the script that had been carefully crafted to meet a variety of patient scenarios. These assessment gaps meant that the practice lacked data and metrics to reference when evaluating employee performance and the experience of their patients.

Strategy:

As a work around to not having a call recording solution, the practice manager would listen in on live calls that the coordinators had with patients. However, she was not able to do so consistently because of the significant time requirements of this method. According to the practice manager, “Occasionally I would listen in while a patient care coordinator would be on the phone with a patient, in order to gauge the nature and success of the call, as well as evaluate how the employee was handling the call. Making sure staff is compliant with practice guidelines, and the questions they need to ask in order to qualify patients, is critical to the reputation and success of the practice.”

After learning about CallFinder, the practice implemented the cloud-based call recording and speech analytics solution. They worked closely with CallFinder Account Managers to define their business objectives and build searches around three specific key performance indicators.

Key Objectives:
  • Monitor script compliance of the patient care coordinators.
  • Leverage best practices, and weak practices, to retrain and coach employees.
  • Gauge success rates at setting appointments on the phone.
Results:

Script Compliance Monitoring, Training and Coaching
The practice now uses CallFinder to record and analyze all incoming calls to monitor the compliance of both their own employees, as well the external after-hours answering service that fields patient calls. By creating searches that are specific to elements of the script, they can use CallFinder to analyze and identify best practices, bad practices, train new employees, and re-train existing employees who may deviate from the script.

According to the practice manager, “After reviewing the call recordings, we identified scenarios where several employees were not directing patients to complete the online registration forms, prior to their appointments. We were able to re-train and re-script so that they were sure to hit this point of the script, and we are saving the practice time, and just as importantly, saving our patients time.”

Additionally, she was able to identify the specific employees that required further script training by using the Employee Codes feature within CallFinder, which enables the patient coordinators to tag the calls they handle with a unique three-digit code. She can then pull reports by Employee Code, listen to that specific employee’s calls for evaluation, and schedule retraining sessions customized for each employee.

As a result of implementing a speech analytics solution from CallFinder, the oral surgery practice has “improved training programs, improved script compliance, and we are better able to train employees to handle and address insurance-related questions. Our patient care coordinators have also gotten better at their ”˜closing the call skills’ with saying thank you, which is very important to the overall customer relationship that we work to develop.”

Future Initiatives for The Oral Surgery Practice and CallFinder
During the discovery process, when the practice manager was working with the CallFinder Specialists, searches were built to categorize calls according to the subject of insurance as part of their script compliance initiative. When these calls were examined, trends emerged revealing that the way their patient coordinators handled insurance discussions directly affected the appointment scheduling rates. The business is now taking efforts to further analyze how those calls are handled, which will help them discover best practices for addressing insurance-related questions within the call script so they can increase their appointment conversion metrics.

CallFinder’s On-boarding and Customer Training
According to the practice manager, who is managing a large patient practice in a major metro market, the process of implementing CallFinder’s recording and speech analytics solution was simple. “Because the solution is cloud-based, we did not have to take on the management of IT equipment and software, which would have been out of the question for us.”

She further explains that the training and support that they received from the speech analytics specialists at CallFinder was “very instrumental in setting up search criteria based on analysis of our calls for relevant keywords and phrases. The CallFinder team worked closely with us to seamlessly process our existing phone lines through their telecom platform to record the calls, to develop our objectives, and to create successful search outcomes that provide us with the data we need to affect change in the practice for a better patient experience.”