In March of 2017, this leading healthcare provider engaged with Nexa Healthcare (originally Mid-State Communications, later acquired by Everservice and now serviced under the Nexa Healthcare brand) to provide overflow and after-hours support for three of their Tennessee hospice locations.
THE CLIENT
In March of 2017, this leading healthcare provider engaged with Nexa Healthcare (originally Mid-State Communications, later acquired by Everservice and now serviced under the Nexa Healthcare brand) to provide overflow and after-hours support for three of their Tennessee hospice locations.
THE CHALLENGE: SCALING CLIENT SUPPORT
As a rapidly expanding healthcare provider specializing in home health and hospice care, this company has seen an increase in the challenge of maintaining high-quality, empathetic communication with patients and their families, especially during off-hours and peak times. They required a healthcare-focused answering service capable of scaling alongside their growth while ensuring compassionate support for families during critical and sensitive life events.
THE NEXA SOLUTION: SPECIALIZED, COMPASSIONATE SERVICE
Nexa Healthcare’s Specialists received in-depth training from this companies’ nurses on their patient-centric philosophy of care as well as the unique needs of their patients and loved ones during end-of-life care.
Impressed with the quality of service received, the healthcare provider continued to add new locations each month, including the expansion to home health locations in late 2022.
Additionally, a new patient referral line was added to capture new patient inquiries, integrating directly into their CRM to ensure families were connected quickly to a hospice nurse in their local area.
THE RESULT:Â
Today, this healthcare organization serves over 100,000 patients and their families each year across 30 states, reporting an estimated $100M in revenue. Nexa Healthcare supports all ~200 of the healthcare provider’s locations, handling over 23,000 calls per month with an average recurring revenue of ~$100,000 in monthly engagement spend.
As the provider continues to acquire additional joint ventures, such as the recent acquisitions within the Ohio Health and Bon Secours networks, Nexa is brought on quickly to incorporate new locations into the provider’s standardized overflow and after-hours playbook, ensuring consistency in process and complete visibility into service performance.
SUPPORTING CONTINUOUS GROWTH
Beginning in October of 2024, Nexa will take the partnership further, standing up a dedicated agent team for the healthcare provider with the goal of providing an even higher standard of excellence in patient care.
As a strategic partner committed to supporting the healthcare provider’s growth, operational efficiency, and patient experience, Nexa Healthcare continually develops innovative solutions. As such, Nexa Healthcare’s Technology Team developed a custom HIPAA-compliant integration with Microsoft Teams to alert On-Call Nurses of new messages within 15 seconds of completion of the call. This workflow is bolstered by a robust escalation process, including outbound calling every 5 minutes until resolution, leading to improved dispatch response times and a 25% reduction in follow-up confirmation calls in its first month.
SUMMARY
In just over seven years, Nexa Healthcare has significantly expanded its partnership with healthcare provider, demonstrating the capacity to deliver empathetic, efficient, and scalable answering services. Nexa Healthcare’s tailored, tech-enabled solutions have transformed patient experiences in the healthcare industry, particularly in the sensitive domains of home health and hospice care. With continuous innovation and commitment to compassionate service, Nexa Healthcare stands as a critical, trusted partner in driving the healthcare provider’s growth, operational excellence and patient care standards.
