Learn how UC San Diego Health’s Care Navigation Hub transformed access across the health system.
Key learning points :
1. How to put the patient experience at the forefront of your access center
2. How to benefit from a targeted management consulting engagement
3. How to design and implement a successful enterprise-wide phone number that supports your brand
4. How to build a contact center with high employee satisfaction and low turnover
A High Stress Job for Frontline Employees
• One of the biggest challenges that comes from an enterprise-wide phone number that is not planned for and implemented correctly is too many calls that don’t belong. This leads to high abandonment rates led to high stress and frustration for patients and agents
First Contact Resolution
• Help patients get in and out quickly, with the information they need
Patient Experience
• Here’s the number
• Say where you want to go
• Seamlessly get your need resolved
• The self-service component is key for those populations who want to use it — it’s a tool that helps callers and agents
The Digital Front Door Has to Be Wide and Welcoming
• Put patients first and prioritize their experience
• Get to the Care Navigation Hub quickly
• Get to the right resource easily
• Have an intuitive, frictionless journey
People. Process. Technology.
• You can have the best processes and technology, but if the staff don’t have great tools and support, they can’t do their jobs well
• Employees need the technology to be seamless and the processes to be relevant
• That’s what makes the contact center effective
Higher Employee Satisfaction and Lower Turnover
• Abandonment rates under 2%
• Service level at 85%
• 1st call resolution is a key part of the job — satisfying, not only for the patient, but for the agent too
• Agents performing at the top of their skillset, working to assist patients in the area where they are trained to do so
• Agents are available to assist patients
• Routine callers are self-serving and operators are navigating callers who need assistance
Align the Experience of the Caller with the Mission of the Organization
Patient experience:
• Quick, easy conversational interactions
• Agents are more available
Agent experience:
• Reduce routine, low value effort
• Provide more ability to connect empathically with patients
