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One of SCVMC's biggest challenges is communicating with an ethnically diverse community, which includes a Varity of Asian cultures where the majority is Vietnamese (32% of the local population), Hispanic (33% of the local population), and a significant number Punjabi, Croatian, and Russian immigrants with a large percentage speaking limited to no English.
To save patients from having to drive to multiple clinics for service, SCVMC offered a phone appointment service through a dedicated call center, which also included a rudimentary IVR system that was supposed to simplify the signup process.
The program offers best practices and guidelines that enabled Price and a team of SCVMC associates to rethink their organization's call center practices.
One area SCVMC identified as a major contributor to its high wait times and dropped calls was the fact that it was placing all callers into the same queue and requiring each caller to answer far too many questions.
After comparing the Enghouse Interactive IVR with SCVMC's needs the organization proceeded with the purchase.
The new IVR includes support for nine different languages, plus it enables SCVMC to "pre-sort" callers into key categories.
Among new patients, SCVMC is able to further sort callers into categories such as insured/uninsured, and it has a special queue for commercially insured, Medicare or Medicaid patients (Medi-Cal in California) so it is able to route callers to the appropriate customer service reps.
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