Case Study: Chesapeake Urology Associates improves patient call handling with Keona Health

Chesapeake Urology Associates cuts wrap-up time by 26 seconds with Keona Health

Chesapeake Urology Associates, a large urology practice, faced challenges in scaling its call center while maintaining quality. Their standard procedures were hard to access, leading to inconsistent patient responses, lengthy training, and inefficient documentation. They partnered with Keona Health to implement its Health Desk solution to standardize call handling and integrate with their electronic health record.

Keona Health implemented Health Desk, which provided integrated patient data, custom call scripts, and an equitable appointment distribution tool. This solution dramatically reduced new agent training from weeks to hours and decreased call wrap-up time by 24 seconds per call. Calls forwarded to physicians dropped, and call handling efficiency increased by 25% for some staff. Keona Health's system enabled standardized documentation and provided detailed performance dashboards.

Chesapeake Urology Associates