Case Study: Tahoe Forest Health System improves patient access and confidence with Parlance voice-enabled call routing

Tahoe Forest Patients Get Easy Access to the Information They Need, With Voice-Enabled Self-Service

Tahoe Forest Health System was facing significant challenges with its outdated call system, including frustrated patients lost in inaccurate phone trees, overworked offsite operators with high turnover, and a complete lack of call data. CIO Jake Dorst sought a solution to improve accuracy and gain insights, leading him to recommend the Parlance voice-enabled call routing service.

Implementing Parlance’s solution allowed Tahoe Forest to create a centralized Access Center. Patients now get the information they need by speaking naturally, which has streamlined the experience and provided valuable data. This Parlance system dramatically increased staff and patient satisfaction by ensuring calls are routed accurately, maintaining patient confidence in the healthcare system's overall competence.

Tahoe Forest Health System

Jake Dorst

Chief Information Officer