Case Study: a leading multi-specialty group practice improves patient experience with EXL's central nurse triage program

Central Nurse Triage Program improves patient experience with EXL and cuts abandon calls 90%

The customer, a leading multi-specialty group practice, was struggling with overwhelming patient call volume, resulting in lengthy hold times and a high call abandonment rate. EXL Health was engaged to implement a rapid solution, providing an offshore call center and central nurse triage services to improve the patient experience.

EXL Health established a cross-functional collaboration to stand up new capabilities in under 90 days. The solution included tactical initiatives like smart phrase enhancements, dual-screen deployment, and a refined hiring and training program. The results delivered by EXL included a 92% improvement in average speed of answer, a 90% reduction in abandoned calls, and all medication refills processed within a single day.