---
title: Call Center Services with Live Voice Scheduling
description: Deliver better health and wellness support with advanced medical call center services. Enhance patient satisfaction and optimize your operations.
image: https://engage.carenethealthcare.com/hubfs/medical-call-center-social-2.jpg
---

![Primary-Carenet_Logo_Pantone_FullColor-1](https://engage.carenethealthcare.com/hs-fs/hubfs/Primary-Carenet_Logo_Pantone_FullColor-1.png?width=350&height=88&name=Primary-Carenet_Logo_Pantone_FullColor-1.png "Primary-Carenet_Logo_Pantone_FullColor-1")

## CASE STUDY

# MEDICAL CALL CENTER SERVICES HEALTH & WELLNESS CAMPAIGNS

Call center services with live voice scheduling increases patient retention, acquisition, and in-network referrals for Jackson Health.

[DOWNLOAD THE CASE STUDY NOW](https://engage.carenethealthcare.com/medical-call-center-health-wellness#form)

### Background

Jackson Health System is a not-for-profit, academic medical institution in Miami, Florida. Anchored by Jackson Memorial Hospital, it is considered one of the nation’s largest and most respected public care networks. Its call center is one of the largest and most comprehensive in the state of Florida.

During the COVID-19 pandemic, Jackson Health experienced challenges related to the unprecedented rise of staff shortages combined with rising incoming call volumes. As a result, patients experienced long hold times, conversations seemed hurried, and navigating the process of referrals and appointment scheduling resulted in lost calls, raising the risk that patients would leave Jackson Health for another provider.

### Challenge

Due to the rise of inbound calls during the pandemic, a live voice communication strategy to help keep patients get the care they needed and keep them in the Jackson Health system was necessary. In addition to specific tools to meet goals and provide a methodology for long-term success, training was required so agents could bring more compassion, care, and warmth to the caller experience, instilling trust and retaining patients.

### Solution

## We Helped Manage Inbound Rx Refill Calls

Since we were familiar with the EPIC platform, the strategy for inbound prescription call support was quickly developed and implemented using five key steps:

1

**IDENTIFY AREAS NEEDING SUPPORT**

2

**FORM A CLIENT PARTNERSHIP**

3

**AGENT TRAINING**

4

**PRESCRIPTION CALL SUPPORT**

5

**UPDATE METRICS AND PROTOCOLS**

### [Learn More About Our Solution for Managing Inbound RX Refill Calls](https://engage.carenethealthcare.com/medical-call-center-health-wellness#form)

[DOWNLOAD THE CASE STUDY NOW](https://engage.carenethealthcare.com/medical-call-center-health-wellness#form)

"The training went so well. The team asked all the right questions. Working and collaborating delivered outstanding results. We saw an immediate decrease in call handle time, more calls fulfilled, patient prescriptions filled, and issues resolved."

#### Customer Service Quality Auditor

### Results

### At a Glance

![patient-doctors-carenet](https://engage.carenethealthcare.com/hubfs/2023%20Carenet%20Icons/patient-doctors-carenet.svg)

#### Offloaded **22,000 monthly** Rx calls.

![hourglass-carenet](https://engage.carenethealthcare.com/hubfs/2023%20Carenet%20Icons/hourglass-carenet.svg)

#### Significantly **reduced** caller wait times.

![pill-bottle-carenet](https://engage.carenethealthcare.com/hubfs/2023%20Carenet%20Icons/pill-bottle-carenet.svg)

#### **Trained caregivers** to handle prescription requests and document the request for resolution with **no transfers** — single call resolution.

![headset-carenet](https://engage.carenethealthcare.com/hubfs/2023%20Carenet%20Icons/headset-carenet.svg)

#### **Enabled in-house** call center agents to focus on patients’ other essential medical needs.

![heart-eyes-carenet](https://engage.carenethealthcare.com/hubfs/2023%20Carenet%20Icons/heart-eyes-carenet.svg)

#### **Dramatically improved** patient experience, feedback, and satisfaction.

"Trust is so important to the patient/provider relationship - it increases equity and access, helping to maintain valuable patient relationships The addition of human touch in a one-on-one call, along with information sharing and convenience of the warm transfer resulted in increased patient retention for Jackson Health."

#### Kim Forrer, Senior Manager, Contact Center Operations, Stericycle Communication Solutions

## Modernizing Patient Engagement. Maximizing Patient Outcomes.

Carenet offers the most comprehensive patient engagement platform in the industry. We are the only provider that seamlessly combines both voice and digital channels to provide the modern experience healthcare consumers want while solving complex challenges to patient access, action, and adherence.

 

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