Call Center Tool
Kool Smiles provides dental care to children in underserved communities, typically without insurance or who receive insurance through Medicaid or CHIP. As a brand, they’re one of the largest and they are always focused on improving patient experience. When they asked for new strategies, I started my work where the patient experience typically began—and often ended: on the phone with a representative from the call center.
For several hours, I shadowed call center representatives on calls and observed them using their tools. I dug through patient satisfaction surveys and patient experience data. And I spoke with doctors and administrators at clinics to understand as much of the patient experience as possible.
Patient experience declines when there are surprises. We knew that parents of patients must be given accurate information about the requirements of their visit, financial expectations, directions to the clinic, forms, and any other information about their visit. And it must be done quickly since many of the parents rely on their mobile phones for communication.
We created a tool for the call center that receives over 150,000 interactions on a monthly basis. Our solution reduced the number of programs representatives used from 5 to 2, and average call times dropped. The tool helped representatives quickly find the best clinic for the patient, provide patients with accurate information, directions, pricing, special offers, and other information. Managers had access to update clinic information, and post information about the clinic such as closing or capacity notices, as well as post any emergency notices to the website in the event of a clinic closing due to the weather. The tool also received all inquiries from the website and many representatives were trained for sales positions.