Pronto's Medical Answering Service Executes Hospital Contract in Six Weeks

CLIENT: 

A large, urban hospital.

ISSUE:

The contact center was eliminated after 30 years with 60-day notice from the firm.  The hospital’s call center needed to handle all overflow and after hour patient calls for over 1,700 physicians.  They were looking for a call center partner with technology savvy and operational capabilities to achieve:

• Exceptional patient satisfaction
• Detailed reporting for call activity
• Proper dispatching in complex on-call schedules
• Experience to handle critical project management process

SOLUTION:

The 12 person Pronto Project Management team utilized our Pronto Timeline Process® for on-time implementation during the critical 6 week transition.  Through integrated training, quality, and systems, Pronto was able to provide services for all hospital departments and extensive private practices within the hospital system, gaining operational efficiencies.

OUTCOME:

Post-transition, Pronto Connections was officially named the preferred call center for independent doctors within this hospital network.  The client now has system-wide and office specific data to help them better manage their practices.  The contract has been renewed for a third year.