Case Study: Central Maine Healthcare improves telehealth triage and call center efficiency with Keona Health Care Desk

Central Maine Healthcare cuts triage onboarding time by 60% with Keona Health

Central Maine Healthcare, a major integrated healthcare delivery system in Maine, faced challenges with its outdated Interactive Voice Response system for nurse triage. Their call center struggled with high abandonment rates, a lack of standardization, and no accountability due to poor call tracking. To modernize operations and improve patient safety, they turned to vendor Keona Health and implemented its Care Desk platform.

Keona Health's solution introduced rigorous call documentation, seamless EHR integration, and automated workflows. In a side-by-side comparison test, Care Desk demonstrated significant results: it enabled 60% faster nurse onboarding and 100% improved call documentation. Central Maine Healthcare successfully standardized communications, optimized call handling, and expanded the use of Keona's system beyond triage to include most scheduling functions.

Central Maine Healthcare