The Problem: Managing 7,000 Urgent Calls Across a Large Health System
A large health system was using a traditional medical answering service, creating significant communication challenges.
- Patient calls needed to be routed across 1,100+ physicians and providers
- Patients experienced long hold times
- Calls were frequently missed or mishandled by the call center operators
- Physicians and providers did not always receive the right calls in a timely manner
- Multiple disconnected processes created inefficiencies
With such high call volumes, the health system needed a more reliable and scalable call management solution to improve patient care and operational efficiency.
The Solution: One Centralized, Automated Patient Communication Solution
The health system implemented Clarus to consolidate multiple call management processes into a single, centralized platform.
Key capabilities included:
- Scalable workflows designed for high call volumes
- Automated call routing to the appropriate provider
- Centralized management of urgent patient calls through one cloud-based dashboard
- Real-time visibility into patient call activity including recordings and transcriptions
With Clarus, the health system streamlined management of more than 7,000 urgent patient calls per day, reduced missed and mishandled calls, and improved patient access to timely care.