Call Center Analytics
MSO’s increasingly require sophisticated analytics that extend beyond the basic & narrow operational call center metrics that phone systems typically provide. SCALE’s call center analytics triangulate data from multiple sources to provide a uniquely strategic & holistic view of the patient experience. Gain centralized & actionable insight into key patient experience outcomes & strategic priorities:
Patient Access
- Appointment no-show rate
- Pre-registration and insurance verification rate
- Registration accuracy
- Patient collections
- Co-pay and deductible collection rates
- POS collection rate
Call Center Analytics
- Service level adherence rates
- Call abandonment rate
- First call resolution
- Speed to answer, transfer rate & average handle time
Patient Acquisition
- Activity Trending by Acquisition Channel
- Marketing Spend ROI
Patient Retention
- Patient retention rate
- Patient engagement rates by communication channel
- Follow-up appointment made rate
- Patient portal usage
Referral Management
- Activity trending by referral source
- Conversion, leakage & completion rates
- Referral operations - e.g., time to schedule, processing time, etc.