Switchboard, MDrecently published a new case study detailing its recent Contact Centerdeployment at South County Orthopedic Specialists (SCOS), a leading provider of orthopedic care in Southern California and a division of OrthoWest.
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Following the deployment of Switchboard, MD's AI-powered Contact Center solution, SCOS achieved major improvements in patient access and call center performance, including:
— 76% Reduction in average queue time
— 58% Reduction in call abandonment rate
— 78% Decrease in voicemail volume
With over 1,000 inbound calls per day, SCOS was facing mounting pressure on its staff, long wait times, and rising call abandonment rates. Within weeks of implementation, the same team was able to handle up to 1,600 calls daily, without increasing headcount. Switchboard, MD helped automate key aspects of the patient communication workflow, including intake, routing, and documentation, enabling the same staff to handle significantly higher volumes without sacrificing quality.
By utilizing capabilities such as intelligent IVR prompts, EMR-integrated medical record matching, call classification, and more, SCOS is also converting more inbound calls into scheduled appointments, driving significant new revenue and improving patient access in the process.
“Our contact center was not allowing our staff to handle call volumes efficiently, and we needed to expand our team's capacity without hiring,” said Jami Geck, CPME, Chief Operating Officer at OrthoWest. “Switchboard, MD's AI platform has played a crucial role in helping us reduce expenses.”
To see a detailed breakdown of how SCOS increased daily call capacity without adding headcount and enabled tens of thousands more patients to reach the contact center each year, read the full case study here.
About South County Orthopedics Specialists (SCOS)
South County Orthopedics Specialists (SCOS), a division of OrthoWest, is a leading provider of orthopedic care located throughout Southern California. With a focus on patient-centered care, SCOS offers comprehensive orthopedic services including advanced surgical techniques, non-surgical treatments, and physical therapy. Their team of skilled orthopedic surgeons and specialists is dedicated to restoring mobility, alleviating pain, and improving the quality of life for patients of all ages.
About Switchboard, MD
Switchboard, MD is a physician-led artificial intelligence and data science company with a mission to prioritize the human connection in medicine. Its platform improves patient engagement and outcomes, while reducing inefficiency and burnout. By designing and deploying clinically relevant products, Switchboard, MD helps providers and operators collaborate more effectively to deliver high-quality experiences for both patients and staff.
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SOURCE Switchboard, MD
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