Case Study: Spire Orthopedic Partners achieves 86% reduction in call center training time and improved patient access with Clearwave

Spire Practices Improve Patient Access & Drop Call Center Training Time by 86%

Spire Orthopedic Partners, a physician-owned, physician-led organization that supports market-leading orthopedic practices in the Northeast, faced workforce strains, rising staffing costs and the complexity of matching patients to the right orthopedic subspecialist. To streamline patient access, improve booking accuracy and shorten call center ramp time, Spire partnered with Clearwave and deployed Clearwave Eligibility, Registration, Scheduling and the Clearwave Call Center across partner practices.

Clearwave’s solutions enabled rapid onboarding and smarter workflows: agent training time dropped 86% (from 21 days to 3 days), agents booked about 25,000 appointments in a year, and patients self-booked roughly 4,656 online appointments—saving the call center an estimated 192 hours. Clearwave’s scheduling analytics also revealed that 50% of online bookings occur after hours, 84% are self-scheduled by existing patients, and partner practices achieved sub-90-second check-ins with 92% kiosk adoption, improving access, accuracy and physician satisfaction.

Spire Orthopedic Partners

Andrew Vieira

Vice President of Clinical Applications