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Office Locations:
23 in Southern California
Providers:
58 Orthopedic specialists and advanced practitioners, with a team of physical therapists, occupational therapists, and other healthcare professionals.
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Golden State Ortho is a leading orthopedic practice located in Walnut Creek, California. Their team provides comprehensive services for a wide range of musculoskeletal conditions, including sports-related injuries, joint replacements, fractures, and spine care. The practice is highly trained in advanced techniques and new technologies, including arthroscopy, joint replacement, minimally-invasive spine surgery, and physical therapy. Their main goal is to provide the highest quality, comprehensive care to their patients.
The Big Picture
Despite its ongoing mission reputation, Golden State Ortho faced bottlenecks from the call center. Hold times were too long and abandonment rates high. There were a number of operational challenges behind these numbers, including complex flows, high handle times and staffing shortages.
As a result of implementing Care Desk CRM, call volume was reduced to controllable levels, staffing pressure was relieved, and scheduling capability improved. Patient satisfaction is at an all-time high, training costs are low, and provider onboarding is smooth.
Challenges Faced by Golden State Ortho
Despite its ongoing mission reputation, Golden State Ortho faced bottlenecks from the call center. Hold times were too long and abandonment rates high. There were a number of operational challenges behind these numbers, including complex flows, high handle times and staffing shortages.
As a result of implementing Care Desk CRM, call volume was reduced to controllable levels, staffing pressure was relieved, and scheduling capability improved. Patient satisfaction is at an all-time high, training costs are low, and provider onboarding is smooth.
Call Center needed help dealing with staffing shortages coupled with rising call volumes.
Patients needed more efficient customer service experiences.
Call center agent work was highly redundant and complex because tools weren’t integrated
Care Desk, the healthcare and patient access CRM
A user-friendly and intuitive customer relationship management (CRM) platform designed from the beginning with artificial intelligence for healthcare organizations.
One-Stop shop, fully integrated with NextGen Healthcare
Guides agents & nurses through scripting/guidelines
Automatically documents each encounter
Automates scheduling rules & provider requirements
Patients schedule themselves
Enforce equitable scheduling among providers
RESULTS – onboarding staff
"Never, in all my days, have I heard of agents being trained and taking calls without error in 2 days of being hired. That’s what happened to us within 2 weeks of going live.“
Jordan Sappington
Director of patient information services
One major advantage has been the implementation of patient self-scheduling for appointments, surgeries, and pain management. This new process has been adopted very quickly and is well-received by healthcare providers.
Learn More
Care Desk makes intricate access easy. The premier Clinical Healthcare CRM and Patient Access platform guides your patients from web search, through Intelligent Scheduling directly in your Athena PM. Nurse Triage saves to your Athena EHR—all on a single page.
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Posted By
Stephen Dean is COO of Keona Health, where he’s spent 13 years building AI systems that transform patient access. Before “agentic AI” was a term, his team was deploying autonomous systems that now handle millions of patient conversations annually.
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