Home Health Hospice: Speed, Accuracy, Sensitivity

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Since 1970, an Alabama based home health provider cared for thousands of home health and hospice patients and provided specialty programs for dementia, cancer, stroke, and heart patients. With over 1000 employees and customers in almost country in the state, they certainly had their hands full. They needed additional help for after-hours and weekend answering. They wanted a service that could speak directly with patients and determine their needs quickly and compassionately.

THE CLIENT

Since 1970, an Alabama based home health provider cared for thousands of home health and hospice patients and provided specialty programs for dementia, cancer, stroke, and heart patients.

With over 1000 employees and customers in almost country in the state, they certainly had their hands full.

THE CHALLENGE: HIGH VOLUME, HIGH PRIORITY

Ranking in the top 5% of hospice agencies for Caregiver Satisfaction, the home health provider is in high demand for their consistent, high-quality service to patients, caregivers, and families.

They needed additional help for after-hours and weekend answering. They wanted a service that could speak directly with patients and determine their needs quickly and compassionately.

“We needed support,” their Vice President of Corporate Services, said. “If we couldn’t find a solution, it would create gaps in a timely response to patients who are having an urgent need. What was most important to us was a service capable of accurate, timely responses to both our patient base and our internal staff.

THE NEXA SOLUTION: SPEED, ACCURACY, SENSITIVITY

From emergency dispatch to appointment scheduling, to HIPAA compliant SMS messaging, NexaMedical virtual receptionists provide that needed support.

“Nexa’s after-hour and weekend answering services help with clients who call with both emergency and non-emergency healthcare needs,” explained the vice president. “Having a virtual receptionist that is professional and understands the need to gather information that is accurate and dispatch that information to our clinical staff is of utmost importance.”

THE RESULT: ABOVE-INDUSTRY STANDARD ANSWERING

“NexaMedical exceeded our expectations in the first 90 days,” said the vice president. “We rely mostly on the frontline staff from Nexa who respond directly to calls, but administratively we rely on the daily logs and secure messaging.”

Internal statistics dramatically improved when Nexa began answering calls for the provider, and ASA (average speed to answer) has continuously gone down. In the last six months, Nexa has answered 78% of provider’s calls within 24 seconds, which is within 4 rings on a call.

“I would refer Nexa with 100% confidence,” the vice president told us.

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