Case Study: Healthcare Outcomes Performance Company (HOPCo) achieves 70% reduction in call times and 30% faster agent onboarding with Clearwave Scheduling

Orthopedic Practice Reduces Call Center Times by 70%

Healthcare Outcomes Performance Company (HOPCo) is a healthcare management firm that operates a centralized orthopedic call center (58 agents) handling about 25,000 appointment calls monthly. Facing high call volumes and the need for an online scheduling solution that integrated with their EMR (AthenaOne), HOPCo engaged Clearwave and adopted Clearwave Scheduling to streamline agent training and simplify the scheduling process across multiple orthopedic specialties.

Clearwave implemented Clearwave Scheduling’s rules-driven algorithm and interactive scripts to route patients to the correct provider and visit type, reducing average call time from roughly 8–9 minutes to about 3–4 minutes (a 70% reduction) and cutting agent onboarding time by about 30% (shaving at least three days). The Clearwave solution, in place since 2016, enabled smoother scheduling for 25,000 monthly appointments and improved overall patient access and service consistency.

Healthcare Outcomes Performance Company

Jenifer Purslow

Executive Vice President