Case Study: Spokane ENT streamlines appointment scheduling with Zingtree

Spokane ENT + Zingtree Improving medical care through streamlined call center scheduling

Spokane ENT, a certified division of Columbia Surgical Specialists in Spokane, Washington, needed a smarter way to manage appointment scheduling across multiple locations and specialties. As a large group practice with 11 doctors and varied areas of diagnosis and treatment, the clinic needed to gather patient information more effectively and route each caller to the right specialist.

Zingtree implemented appointment scheduling decision trees for Spokane ENT’s phone agents, enabling them to pre-diagnose and classify patients, streamline scheduling, and reduce unnecessary doctor visits. The solution has supported more than 18,000 patient calls and over 2,400 operator days, helping Spokane ENT match patients with the correct physician and testing more quickly while improving scheduling efficiency.

Spokane ENT

William Schmitt

Spokane ENT