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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.

Capstone Pediatrics leverages a hosted VoIP and unified communications solution for the offices and implemented the Mitel Enterprise Contact Center to improve customer service. “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," said Thomas Okokhere, vice president of financial analysis and internal audit." Previously, every practice location was handling patient appointments individually. With Mitel, appointment calls are centralized and the whole process is much more efficient.”

Goals
  • Needed to unify its telephony system across 11 locations, implement a contact center to improve patient services, measure agent performance, and enable practice staff to answer calls quickly and efficiently. 
  • Prior system did not support contact center capabilities or unified communications
Results
  • Cost savings of $1,000 a month 
  • Higher revenue due to an increase in patient visits 
  • Improved customer service 
  • Calls answered in less than 30 second

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