400-bed Regional Hospital

Challenge:
Regional hospital wanted to increase enrollment for community lectures, seminars and screenings. Additionally, it sought to increase efficiency of outreach staff and improve response to community requests.

Call 4 Health Solution

• Call 4 Health established a vanity number for hospital to use for all outreach programs
• Operators available “24/7” to answer questions related to the event, process event registration, collect credit card payment whenever needed and sent out confirmation letters. These are tasks that were formerly done by 2 nurses and 1 clerical staff
• The call center advised hospital leadership that with its outreach programs, there were many opportunities to support the hospital’s goal of enhancing physician relations. To that end, through a carefully scripted call handling protocol, in addition to taking registration for events, Call 4 Health operators offered callers physician referrals where appropriate.

Results

• Doubled (and in some instances tripled) class registrations by offering “convenient hours” of registration
• Helped reduce labor costs, associated with program administration, by as much as 25%
• Freed up community outreach nursing staff from administrative duties
• Generated over 200 referrals to physician offices in a 9 month timeframe
• Management able to measure and track the number of people who requested a physician referral, which physicians received a referral, compute how many converted to patients, and derive a net revenue figure
• Built a comprehensive, real-time database of all interaction data that increased house file for donor prospecting which resulted in 3 medium size cash gifts and yielded 9 appointments for hospital services (imaging and surgical)
• Revenue from call center contacts estimated at $1.04 million