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

Central nurse triage program improves patient experience for multi-specialty group practice

EXL worked with a leading multi-specialty group practice that serves two million patients annually and was struggling with surging patient call volume. The organization faced hold times of more than 30 minutes, a 40% call-abandon rate, and growing pressure to protect the patient experience while scaling support for nurses and schedulers.

EXL implemented an offshore call center solution for non-clinical shared services and central nurse triage, built and launched in less than 90 days. The solution included hiring and training redesign, smart phrase and documentation improvements, dual-screen deployment, and real-time work-from-home monitoring, helping deliver a 92% improvement in average speed of answer, a 90% improvement in abandoned calls, faster handle times, and all medication refills processed within a day.