Case Study: Healthcare Company achieves faster admissions and physician access with TTEC

Healthcare Company - Customer Case Study

TTEC worked with a not-for-profit Healthcare Company to improve its Emergency Services procedures and create a more patient-centric experience. The hospital wanted to redesign how care was delivered, reduce wait times, and make sure patients were involved in the next steps of their treatment, while also improving staff and physician satisfaction.

TTEC assessed the hospital’s existing processes using interviews, process mapping, and data analysis, then recommended new workflows focused on critical-to-quality elements such as physician triage, streamlined admissions, and service level agreements. The results were significant: the admission process was cut from 111 steps to 46, admission time was reduced by 14%, and the time from arrival to physician contact dropped from 27 minutes to less than 3 minutes.