Case Study: Manhattan Endoscopy Center saves labor costs with CipherHealth automated patient outreach

Manhattan Endoscopy Center saves $148K with CipherHealth

Manhattan Endoscopy Center, an ambulatory surgery center performing over 15,000 procedures annually, faced a challenge in maintaining its high-touch patient care model while improving operational efficiency. Their process of using registered nurses to manually conduct all pre- and post-operative phone calls was highly labor-intensive. To address this, they partnered with vendor CipherHealth to implement its CipherOutreach automated patient outreach service.

The solution from CipherHealth automatically enrolled patients into call programs that used customized questions to proactively identify and resolve issues. This implementation resulted in over 21,000 automated calls and the resolution of more than 1,200 patient issues. The program achieved an 80% patient engagement rate and allowed the center to follow up on identified concerns within a median of three hours. Most significantly, CipherHealth's solution saved an estimated 3,000 hours of nurse time, resulting in nearly $150,000 in labor cost reallocation.

Manhattan Endoscopy Center