How SCOS Transformed Patient Care Efficiency with AI Technology

Revolutionizing Patient Communication at SCOS

South County Orthopedic Specialists (SCOS) has undergone a remarkable transformation thanks to the innovative solutions from Switchboard, MD. With the growing demand for efficient patient care, SCOS recognized the urgent need to enhance its call center capabilities. The integration of Switchboard, MD's AI-powered Contact Center has proven to be a game changer, cutting call queue times by an impressive 76%.

Unpacking the Impact of AI on SCOS Operations

Prior to this technological advancement, SCOS was challenged with lengthy wait times for patients seeking assistance. With over 1,000 inbound calls daily, the staff faced overwhelming pressure, leading to high call abandonment rates. However, with the implementation of AI, SCOS not only managed to address these concerns but also to exceed expectations.

The statistics are telling: SCOS saw a 58% reduction in call abandonment and a significant 78% decrease in voicemail volume. This leap in efficiency means that the same team could now handle up to 1,600 calls each day without needing to hire additional staff. How did they achieve this? Through a streamlined approach to patient communication that included automation in intake, routing, and documentation processes.

Technological Advancements Driving Change

The benefits of integrating intelligent systems into their workflow have been substantial. Utilizing features like intelligent IVR prompts and EMR-integrated medical record matching, SCOS has not only improved the call-handling capacity but has also converted more calls into scheduled appointments. This has resulted in increased patient access and a boost in revenue.

Chief Operating Officer of OrthoWest, Jami Geck, emphasized the necessity of this innovation: "Our contact center was not allowing our staff to handle call volumes efficiently, and we needed to expand our team's capacity without hiring. Switchboard, MD's AI platform has played a crucial role in helping us reduce expenses." This sentiment captures the essence of SCOS's journey—embracing technology to foster growth while maintaining their commitment to patient-centered care.

The Broader Context of SCOS's Achievements

SCOS's advancements don't just stop at improved call handling. By optimizing the patient communication workflow, they have enabled tens of thousands of patients to successfully connect with their services each year. Ultimately, this transformation is a testament to how effective technology can revolutionize health care service delivery.

The operational changes have allowed SCOS to maintain its core mission: providing outstanding orthopedic care while ensuring that patient accessibility remains a top priority. The collaboration with Switchboard, MD exemplifies a forward-thinking approach to operational efficiency, directly impacting patient satisfaction and overall care quality.

About South County Orthopedic Specialists (SCOS)

As a division of OrthoWest, South County Orthopedic Specialists (SCOS) has established itself as a leading provider of orthopedic care. Focused on delivering comprehensive services, SCOS specializes in both advanced surgical and non-surgical treatments as well as physical therapy. With a team of skilled orthopedic surgeons, their commitment lies in restoring mobility, alleviating pain, and improving the overall quality of life for patients across various age groups.

About Switchboard, MD

Switchboard, MD is dedicated to revolutionizing the healthcare experience through its innovative artificial intelligence solutions. Their aim is to enhance patient engagement while minimizing inefficiency and clinician burnout. By prioritizing the human connection within the clinical environment, Switchboard, MD helps healthcare providers streamline operations and elevate the patient care experience.

Frequently Asked Questions

What specific improvements did SCOS experience after implementing Switchboard, MD?

SCOS achieved a 76% reduction in average call queue times, a 58% decrease in call abandonment rates, and a 78% reduction in voicemail volume, significantly enhancing patient access.

How many calls does SCOS typically handle daily?

SCOS was handling over 1,000 inbound calls each day prior to the integration of the new system.

Who is the Chief Operating Officer at OrthoWest?

Jami Geck serves as the Chief Operating Officer at OrthoWest and has highlighted the importance of the advancements brought by Switchboard, MD in managing call volumes.

What does SCOS specialize in?

SCOS specializes in orthopedic care, providing both surgical and non-surgical treatments along with physical therapy to improve patient mobility and alleviate pain.

What is the main mission of Switchboard, MD?

Switchboard, MD aims to prioritize the human connection in healthcare while improving patient engagement and operational efficiency within healthcare settings.

About The Author

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