Case Study: Einstein Healthcare Network improves scheduling and patient access with Optum Patient Access Center Services

How a health system streamlined its provider patient scheduling and strengthened customer service to manage more than 65,000 patient calls monthly

Einstein Healthcare Network, a regional health system in Philadelphia, needed to streamline patient scheduling for its 700 providers and strengthen customer service to handle over 65,000 monthly calls. To augment its internal capabilities, it partnered with vendor Optum for its Patient Access Center Services.

Optum implemented a solution that provided a seamless patient experience through a rigorously recruited team. The results included a 99% accuracy rating in scheduling, a 98% quality rating, and a call-abandonment rate of less than 5%. Optum's services proved especially valuable during the pandemic, enabling a rapid shift to telehealth and helping the organization navigate a tight labor market.

Einstein Healthcare Network

Lamont Louis

Chief Operating Officer