Enhancing your customer’s experience and providing social media access choices are the focal point of Intake Optimization services with emphasis on cost control and operational efficiency. Supporting your network architecture, our services are designed to meet your networking needs by addressing telecom carrier selection, Toll Free network design, IVR and ACD routing, digital and social media access and network disaster recovery. We provide:
Review and assessment of data collection metrics
Call Flow Analysis
Workforce management design to assure effective scheduling and adherence
Staffing analysis to highlight gaps and issues
Patient Intake staff augmentation
Case Story
Operator Services Consolidation
Pixel Health worked to help a client streamline operations and reduce costs. Our team:
- Conducted a thorough review of five independent operator service teams and performed stakeholder interviews to develop comprehensive analysis of current state including an assessment of organizational structure and responsibilities.
- Identified operational steps to consolidate groups and implement best practices through a phased implementation plan.
- Researched and recommended best technology platforms to support operational objectives.
Outcomes
- Five independent service teams consolidated to 1 operator service contact center with geographical diversity for business continuity.
- Improved efficiency via unified, streamlined processes
- Cost savings per reduction in FTE requirements.