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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