Boosting Revenue, Efficiency and Patient Satisfaction Through TCN

The client

Founded in 1872, St. Luke’s University Health Network is a fully integrated, regional, non-profit network of more than 19,000 employees providing services at 14 campuses and 300+ outpatient sites. With an annual net revenue of more than $3 billion, the network’s service area includes 11 counties. St. Luke’s is dedicated to advancing medical education, providing quality care and patient satisfaction.

The challenge

Before St. Luke’s implemented TCN, their call center agents spent their shifts making outbound calls but rarely reaching patients, which negatively affected their revenue cycle. They desperately needed an outbound dialer to take the load off their staff’s shoulders and help generate more revenue. However, their software provider was outdated and not providing necessary customer support; and because it wasn’t in the cloud, St. Luke’s lacked the flexibility they needed to manage their own outcomes or access essential analytics.

The solution

In St. Luke’s quest for an up-to-date call center platform, they prioritized finding a solution that could improve their revenue cycle while freeing up agents’ time. In addition to meeting St. Luke’s preexisting needs, TCN’s cloud-based software also allowed them to gain key insights they would have otherwise missed and gave patients opportunities to communicate in new ways.

The results

After switching to TCN’s platform and solutions, St. Luke’s saw improvements in its overall contact center operations. Take a look at some of the most notable:

• Within 8 months of implementing TCN, St. Luke’s increased its revenue by $2,894,546 per month
• In only 2 months of usage, TCN’s Outbound Dialer saved St. Luke’s over 1,400 full-time equivalent (FTE) hours
• With TCN’s IVR payments, the network collected more than 8,000 payments in 5 months

“Since implementing TCN’s outbound dialer, we have reached more patients, including return mail accounts, than we ever have before in significantly less time. We are doing so much better than I’d ever dreamed we’d do. We’ve collected more payments this year than any previous year.”

Cindy Samuels, Senior Manager of Patient Revenue Services at St. Luke’s

Improved patient experience and customer satisfaction

In addition to the positive effects TCN had on St. Luke’s FTE hours and revenue cycle, they were also able to manage an abandonment rate of only .83% while offering a low wait time of only 16 seconds. Not coincidentally, they passed their newly implemented customer satisfaction surveys with flying colors. Previously unaware of how patients felt about the customer experience they were offering, St. Luke’s began consistently scoring 4.5/5 shortly after utilizing TCN’s post-call surveys.