call 4 health (855) 244-3258

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

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