CASE STUDY - Advocate Health Care

SEE HOW ADVOCATE HEALTH CONTACT CENTER SELF-FUNDS NURSE TRIAGE MODERNIZATION

"We are executing on an incredible task: modernizing to meet the needs of a demanding market, while self-funding these investments through efficiency gains."

  - Dr. Jennifer Debruler, VPMM of Patient Access, Medical Director, Advocate Contact Center

Advocate contact center

Established in 2002, Advocate’s clinical contact center has consistently grown. Today it is the largest of its kind in the Chicagoland area.

Nurses: 80

Triage Calls: 155,000/year

Late 2016 saw Advocate Contact Center, the Chicago-based healthcare giant’s newly created centralized call center, considering build vs. buy scenarios and shopping the market for the best-in-class contact center CRM/nurse triage platform. Advocate felt that selecting the correct platform would be key to achieving its goal of becoming a world-class contact center.

Requirements, mainly focused around alleviating clinical and operational pain points included the ability to integrate with disparate systems, the ability to streamline and automate clinical workflows, to reduce handle time, to allow greater control quickly and affordably over labor costs, to enhance user satisfaction and patient satisfaction via automation, and the capacity to scale, were strict.

The key to successful implementation was preparation, preparation, preparation. This effort paid off. Fast forward a year, and workflows are optimized and automated, average handle time is down 34%, physician complaints are at a minimum, and user and patient satisfaction are trending high.

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