Use Case: Call Center Management

Enable patient communication at scale by implementing WELL in your medical call center.

Efficient

WELL enables patient communication at scale, so you can reduce inbound and outbound call volume and do more with your existing staff.

Integrated

WELL supports integrations with leading call center solutions so your staff can work from one system.

Measurable

WELL offers robust analytics to help you make data-driven decisions on call volume, response rates, and the other metrics that matter to your organization.

Maximize your investment in call center technology

Eisenhower Health reduces call volume by 88 percent

The enterprise health system in Southern California decreased no-shows by 40 percent and saw a 23 percent increase in appointment confirmations after implementing WELL. “We can focus our care team on more patient-focused activities and followup.” Mark Steffen, Chief Administrative Officer, Primary and Specialty Care Clinics, Eisenhower Health

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Call to Text

Reduce patient frustration during peak phone times. With “Call to Text” patients can switch from waiting on hold to live texting with your staff with the press of a button.

Screen Pop

Embed WELL in your call center system and view texting history and other patient activity all on the same screen.

Bidirectional Texting

Manage two-way text conversations and view chatbot communications and other automated messaging from within your call center system.

Broadcasts

Reach large groups of patients at once with WELL’s Broadcast feature. Broadcasts alert a group of patients with upcoming appointments about new protocols, when a provider calls out sick, or other last-minute changes.

Mentions

Create Enterprise User Groups within WELL, such as Billing and Insurance group or Spanish Speakers group. Then route inbound communication to the right staff manually using mentions or automatically by Keyword Actions.

Keyword Actions

When patients initiate contact with your health system, provide automated messaging based on specific keywords. Messaging content can address hours, directions, and frequently asked questions.

Referrals

WELL automates the referral process, sending patients a message from the referred-to specialist inviting them to schedule, followed by a custom cadence of appointment confirmation and reminder messages.

Quick Responses

Enable staff to instantly answer common questions by selecting a response from pre-written templates, ensuring staff efficiency and consistency.

WELL Analytics

WELL Analytics provides data on the content, timing, and sentiment of messages so that you can understand your patients’ needs and provide the resources to meet them. Analyze the effectiveness of your outbound messages, such as clickthrough and response rates, and portal enrollment messages.

"We’ve discovered that people can’t ignore text messages; it’s just ingrained in us. Those are minutes we can have back. And we can focus on the patients who need our undivided attention.”

Tina Kelley

Practice Relations Manager, Mountain View Medical Center

Related Resources

Messaging systems: from automation to conversation

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