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White paper
Practice efficiency

Does Your Medical Practice Need a Call Center?

Managing patient phone calls is a constant challenge for healthcare practices and physician groups, particularly for larger medical practices experiencing a high volume of patient calls for lab results, prescription refills, appointment scheduling, and more. If your staff is struggling to manage the call volume at your practice, you may want to consider adding a call center to assist or supplement the handling of your patient communication.

In this white paper, we take a deep dive into different types of call centers and the considerations that medical practices should take when deciding whether or not to implement a call center. Plus, weโ€™ll take a look at best practices for structuring and implementing a call center and discuss how to take the patient experience to the next level with other communication technology.

68%
of patients

are frustrated when they call and have to wait to be calledย backยน

7.7%
less

is the cost of an internal patient call center for a large physician group compared to hiring an outsourced callย centerยฒ

โ€œ

Klara has enabled patients to connect with our office and providers in new and more effective ways. We find many patients prefer communicating by text or web chat, especially when they are unable to spend time on a phone call. We also really like how voicemail can be routed to group inboxes and digitized by AI into text format for the staff.

Joe Atzenbeck, LT, USN (Ret.), MHA, CEO and Clinic Administrator

1 Statistics referenced from ModMedยฎ 2022 Patient Experience Report: What Patients Reallyย Think
2 US National Library of Medicine, National Institutes of Health, โ€œPatient Satisfaction,โ€ Bhanu Prakash, Sept. โ€“ Dec.ย 2010

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