Case Study: a leading billing company reduces call wait times and complaints with GeBBS Healthcare Solutions

Patient Satisfaction Improved with the GeBBS Call Center

A leading billing company specializing in cardiology and orthopedic surgery faced significant challenges, including extremely high staff turnover that led to inadequate staffing, a large volume of abandoned calls, and wait times exceeding 12 minutes. This resulted in dissatisfied patients, complaints to their healthcare providers, and the loss of two major clients. GeBBS Healthcare Solutions was engaged to address these critical issues with its patient access solutions.

GeBBS implemented a comprehensive solution featuring its state-of-the-art call center, an interactive voice response system, and a patient portal. This included detailed call pattern analysis, flex-staffing managed using the Erlang-C model, and extended operating hours. The results were dramatic: the abandon rate decreased from 18% to 3%, the average speed-of-answer dropped from 93 seconds to under 5 seconds, and operating costs were reduced by 40% per call. GeBBS successfully eliminated patient complaints and delivered a scalable solution that improved patient satisfaction and collections.