Case Study: Golden State Ortho ramps new call center hires faster with Keona Health's CareDesk

Golden State Ortho cuts onboarding time by 75% with Keona Health

Golden State Ortho (GSO) faced a common challenge in its healthcare call center: new hires required a long and inefficient training period, taking approximately two weeks before they could begin handling patient calls. This slow onboarding process created a productivity gap and placed a burden on senior staff. To address this, GSO partnered with vendor Keona Health to implement its CareDesk solution.

Keona Health's CareDesk compressed GSO's training by providing new hires with guided decision support and automated workflows embedded directly into their call-handling process. This solution delivered dramatic results, reducing onboarding time by approximately 75%, from two weeks down to just 2.5 days before new hires could handle calls independently. The measurable impact included a significant increase in per-agent throughput, with agents handling roughly 80 calls per day compared to 50–60 before, and achieving 100% encounter documentation.

Golden State Ortho (gso)