Case Study: EmergeOrtho reduces call center delays with Keona Health Care Desk

EmergeOrtho cuts onboarding time by 70% with Keona Health

EmergeOrtho, a large physician-owned orthopedic practice in North Carolina, faced significant call center bottlenecks. As call volume doubled, their staff struggled with miscommunication, inefficient scheduling, and missed patient information, leading to high errors and low patient satisfaction. To address this, they partnered with Keona Health and implemented its Care Desk healthcare CRM platform.

Keona Health's Care Desk solution standardized procedures and provided decision support to call agents, integrating seamlessly with EmergeOrtho's EHR. This enabled first-contact resolution and added patient self-scheduling. The results included handling double the providers and patient visits without adding service staff, a 70% reduction in onboarding time, and 10 more visits per week at most locations, all while achieving record patient satisfaction.

EmergeOrtho