How a Healthcare Provider Reduced Abandoned Calls by 46% and Increased Call Handling Capacity by 390+ Calls Every Month

The Company

This healthcare provider has over 80 medical centres across 3 states in Australia with a roster of thousands of nurses, general practitioners and specialized doctors.

For this case study, we’re going to highlight one of their clinics that delivers the best professional care possible and better GP and patient satisfaction to the residents of New South Wales.

The Challenge

At the peak of the pandemic, the organization shifted from onsite examinations to telehealth.

Because of this change, the clinic was flooded with increased calls. This was exacerbated by the additional clinic visits for vaccination and booster shots.
Their onsite receptionist was overloaded with a burdensome number of tasks, from receiving calls to booking appointments to scheduling consultations.

While the staff were doing their best to absorb this overflow, many calls were still not getting answered. Patients’ requests for appointments were therefore being missed.

As a result, the clinic was losing revenue due to lost appointments and patients were becoming increasingly dissatisfied.

The Solution

The healthcare provider partnered with Origo to build a remote team of virtual receptionists based in the Philippines to handle incoming calls, schedule appointments in a timely manner, and free up the clinic’s receptionists to perform other tasks that were needed to be done at the location itself.

The Company

This healthcare provider has over 80 medical centres across 3 states in Australia with a roster of thousands of nurses, general practitioners and specialized doctors. For this case study, we’re going to highlight one of their clinics that delivers

the best professional care possible and better GP and patient satisfaction to the residents of New South Wales.

The Challenge

At the peak of the pandemic, the organization shifted from onsite examinations to telehealth.

Because of this change, the clinic was flooded with increased calls. This was

exacerbated by the additional clinic visits for vaccination and booster shots. Their onsite receptionist was overloaded with a burdensome number of tasks, from receiving calls to booking appointments to scheduling consultations.

While the staff were doing their best to absorb this overflow, many calls were still not getting answered. Patients’ requests for appointments were therefore being missed.

As a result, the clinic was losing revenue due to lost appointments and patients were becoming increasingly dissatisfied.

The Solution

The healthcare provider partnered with Origo to build a remote team of virtual receptionists based in the Philippines to handle incoming calls, schedule appointments in a timely manner, and

free up the clinic’s receptionists to perform other tasks that were needed to be done at the location itself.

The Company

This healthcare provider has over 80 medical centres across 3 states in Australia with a roster of thousands of nurses, general practitioners and specialized doctors.

For this case study, we’re going to highlight one of their clinics that delivers the best professional care possible and better GP and patient satisfaction to the residents of New South Wales.

The Challenge

At the peak of the pandemic, the organization shifted from onsite examinations to telehealth.

Because of this change, the clinic was flooded with increased calls. This was exacerbated by the additional clinic visits for vaccination and booster shots. Their onsite receptionist was overloaded with a burdensome number of tasks, from receiving calls to booking appointments to scheduling consultations.

While the staff were doing their best to absorb this overflow, many calls were still not getting answered. Patients’ requests for appointments were therefore being missed. As a result, the clinic was losing revenue due to lost appointments and patients were becoming increasingly dissatisfied.

The Solution

The healthcare provider partnered with Origo to build a remote team of virtual receptionists based in the Philippines to handle incoming calls, schedule appointments in a timely manner, and free up the clinic’s receptionists to perform other tasks that were needed to be done at the location itself.

The Result

In less than three weeks, Origo was able to hire and train three much-needed virtual receptionists and deploy them right away.

Within 5 months, the clinic’s virtual receptionists were able to:

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