Expanding Patient Access and Driving Efficiency at Swedish Medical Center
The leadership team at Swedish Medical Center, the largest non-profit health provider in the greater Seattle area with five hospital campuses and a network of more than 100 primary and specialty care clinics, wanted to improve service to patients and boost its call-to-appointment conversion rate, but struggled to do so through its outsourced call center (<30% of calls resulted in booked appointments). As a result, the team decided to launch an in-house patient access center and power it with a new provider data management platform and provider search application to enable agents to match patients with the right providers for their needs and preferences.
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“We had the goal of transforming our access center from a transactional environment to one where patients felt like they were calling a friend or a family member. Implementation of ProviderMatch has allowed us to do just that by making so much data available and accessible in one central place.”
- Karen Applebaum, Director, Patient Engagement Strategy & Operations
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