#USA #Atlanta #Switchboard MD #OrthoWest #AI Contact Center

OrthoWest's Strategic Expansion of AI Contact Center

Introduction
In a groundbreaking move geared towards enhancing patient care and operational efficiency, OrthoWest has officially expanded its partnership with Switchboard, MD, bringing its innovative AI-driven contact center solution to more divisions within its orthopedic enterprise. Following a successful initial deployment at South County Orthopedic Specialists (SCOS), the initiative aims to transform how patients and healthcare providers interact by streamlining communication and reducing wait times significantly.

Successful Pilot at SCOS
The pilot program at SCOS marks a significant milestone in adopting advanced healthcare solutions. Post-deployment statistics revealed that average call queue times plummeted by an impressive 76%, with call abandonment rates being cut by 58%. Dr. Amar Patel, a hand and upper extremity surgeon at SCOS and board member at OrthoWest, affirmed the positive impact of the system, noting that it not only alleviated patient waiting times but also offered a user-friendly platform tailored to the specific needs of medical practices.

Key Features of the Contact Center
The expanded solution incorporates an array of cutting-edge features designed to enhance patient interactions and streamline everyday workflows. Among these are:

• - EMR-Integrated Intake: Integrating with Electronic Medical Records systems allows seamless collection of patient information, reducing redundancy and improving accuracy.
• - Real-Time Transcription and Summarization: This feature enables healthcare staff to access accurate notes and data during patient interactions, fostering better communication and record-keeping.
• - Sentiment Analysis: Leveraging AI to interpret patient emotions through their communications can help tailor responses and make interactions more empathetic.
• - Performance Dashboards: Real-time data visualization provides insights into call handling efficiency and staff performance, enabling informed decision-making.

With these advanced tools, staff across scheduling, billing, and surgical coordination teams can now manage patient communications with increased efficiency, thereby elevating the patient experience.

Anticipated Benefits for Patients
Patients are poised to benefit significantly from the expanded functionalities. The deployment of the AI contact center is expected to lead to shorter wait times, prompt responses to inquiries, and versatile communication methods including voice, chat, and SMS messaging. This wealth of options ensures that patients can reach their healthcare providers through their preferred channels, creating a smoother and more accessible healthcare experience.

Rapid Rollout and Ongoing Investment
The expansion across further OrthoWest divisions is set to occur swiftly, bolstered by a shared infrastructure strategy that aims for efficient onboarding with minimal disruption. This initiative aligns with OrthoWest’s commitment to investing in intelligent frameworks that facilitate enhanced patient access, improved staff workflows, and robust scheduling systems.

Conclusion
OrthoWest’s collaboration with Switchboard, MD reflects the transformative potential of AI in healthcare. By focusing on enhancing patient engagement and operational workflows, this initiative not only aims to improve efficiency but also prioritizes the human connection in medicine. As the rollout progresses, OrthoWest reaffirms its mission to deliver exceptional orthopedic care while embracing the future of healthcare technology.

About OrthoWest
Located in Orange County, California, OrthoWest is recognized as a leading orthopedic surgical group, committed to providing outstanding musculoskeletal care for individuals of all ages. Their team comprises board-certified, fellowship-trained orthopedic surgeons who work alongside a dedicated support staff across ten locations, leveraging innovative practices to achieve exemplary patient outcomes.

About Switchboard, MD
Switchboard, MD stands as a pioneering force in the integration of artificial intelligence and data science within healthcare. Their objective is to enhance patient engagement and outcomes while addressing inefficiencies in medical practices. By focusing on clinically relevant solutions, Switchboard, MD aids healthcare providers in delivering superior experiences for both patients and medical staff.