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Capstone Pediatrics
Patients at Capstone Pediatrics know they have many options when it comes to choosing a healthcare provider, and, as a result, they have high expectations for their patient experience. To ensure patient loyalty, Capstone Pediatrics can’t afford missed or dropped calls. Improving patient service and enhancing overall practice operations required the practice to invest in a more modern telephony solution.
“Our patient contact center has a dashboard, which makes it easy to monitor calls, view and keep track of the average time to answer, abandon rates, and other patterns that can affect the overall patient experience. Previously, every practice location was handling patient appointments individually. With Mitel, appointment calls are centralized and the whole process is much more efficient.”
- Thomas Okokhere, vice president of financial analysis and internal audit.