South County Orthopedic Specialists Dramatically Improves Call Center Efficiency with AI Solution

Transforming Call Center Operations at SCOS

South County Orthopedic Specialists (SCOS), a recognized leader in orthopedic care in Southern California and a division of OrthoWest, has made significant strides in improving its call center operations. Recently, they partnered with Switchboard, MD to implement an AI-powered Contact Center solution aimed at enhancing patient access and streamlining call management.

Previously, SCOS faced substantial challenges handling over 1,000 inbound calls daily, resulting in long wait times, high call abandonment rates, and overall pressure on their staff. However, following the deployment of Switchboard's advanced technology, SCOS experienced remarkable improvements across various key performance metrics. In just weeks after the implementation, SCOS reported a staggering 76% reduction in average queue time and a 58% decrease in the call abandonment rate. Moreover, the volume of voicemails dropped by 78%, indicating a more efficient handling of patient inquiries and appointment scheduling.

One of the standout features of Switchboard, MD's platform is its ability to automate crucial elements of the patient communication workflow. By incorporating intelligent IVR prompts, integrating electronic medical records (EMR) for streamlined data access, and utilizing call classification techniques, SCOS not only enhanced the quality of service but also boosted its call handling capacity from 1,000 to an impressive 1,600 calls daily—all without adding extra personnel.

The visibility of these improvements within the organization aligns with SCOS's commitment to patient-centered care. Jami Geck, the Chief Operating Officer at OrthoWest, emphasized the importance of this upgrade: "Our contact center was not allowing our staff to handle call volumes efficiently, and we needed to expand our team's capacity without hiring. Switchboard, MD's AI platform has played a crucial role in helping us reduce expenses."

This transformation has enabled SCOS to convert a higher percentage of incoming calls into scheduled appointments, significantly enhancing both revenue and patient accessibility. As the organization continues to grow, the scalable nature of Switchboard's solution ensures that the staff remains equipped to manage evolving demands without compromising service quality.

The full case study detailing SCOS's achievements with Switchboard, MD can be consulted for those interested in a deeper analysis of the benefits realized through technology integration.

About South County Orthopedic Specialists
SCOS is dedicated to providing comprehensive orthopedic care, focusing on restoration of mobility and management of pain through both surgical and non-surgical methods. The team at SCOS comprises highly skilled orthopedic specialists committed to enhancing the quality of life for their patients.

About Switchboard, MD
Switchboard, MD is a ground-breaking company utilizing artificial intelligence and data science to reclaim the human element of healthcare. Their platform is specifically designed to enhance patient engagement and improve outcomes by reducing operational inefficiencies. By delivering clinically relevant solutions, Switchboard, MD supports healthcare providers in fostering high-quality interactions for patients and medical staff alike.