Case Study: Leading International Medical Center achieves faster appointments and $800K in incremental net revenue with TTEC

Leading International Medical Center - Customer Case Study

TTEC worked with a leading international medical center to improve the patient experience in its colonoscopy practice. The center was dealing with long and inconsistent wait times, “locked” scheduling across locations, multiple sets of patient instructions, and limited coordination between facilities, all of which hurt patient satisfaction and caused lost referrals.

TTEC helped map the full patient journey and led collaborative process redesign sessions across locations, creating a common scheduling process and standardizing patient instructions. As a result, first available appointments dropped to 1–10 days from as long as 142 days, same-day cancellations fell from 13% to 8%, and the hospital generated $800,000 in incremental net revenue.