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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.

Swedish Case Study Cover

Download this case study to learn how Swedish leveraged Kyruus solutions to:

  • Boost access center volume by 161% while maintaining headcount
  • Drive access center efficiency with a 38% increase in call-to-appointment conversion rate
  • Improve the patient experience by resolving patient calls more often the first time

“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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