Case Study: The Valley Health System reduces call volume and labor costs with Parlance switchboard automation

Reducing Call Volume to Improve Staff and Patient Satisfaction

The Valley Health System, a network of six hospitals in Las Vegas, faced an overwhelming call volume of up to 3,500 calls per day. This high volume caused significant stress and burnout among its 13-person telecommunications team, leading to staff resignations and high costs from training temporary workers. Telecommunications Manager Jayne Chase sought a solution from Parlance to reduce the operator burden and improve both staff and patient satisfaction.

By implementing the Parlance switchboard automation solution, The Valley Health System automatically answers up to 50% of its incoming calls. This significantly reduced labor costs, allowing the network to open a new hospital without hiring additional operators. The Parlance solution eliminated caller hold times for routine inquiries and freed up staff to handle complex and critical calls, resulting in a major return on investment and a more sustainable, compassionate service model.

The Valley Health System

Jayne Chase

Telecommunications Manager