Use Case: Call Center Management

Improve inbound call volume management and complete outreach to patients more efficiently with bi-directional texting in your Call Center.

Introducing Call to Text and Abandoned Call Features

The WELL™ Health Call to Text and Abandon Call features are now available to help healthcare call centers more efficiently manage inbound calls. Used together, these features reduce hold times and minimize abandoned calls by switching the caller to text messaging.

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Efficient

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

Integrated

Enable transitions to text to reduce hold times and automate follow-up with abandoned calls by integrating directly with your call center phone 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.

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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Bi-directional Texting

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

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.

Abandoned Calls

Minimize patient frustration with immediate follow-ups. When an on-hold caller hangs up or gets disconnected, automatically re-engage over text.

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.

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.

Screen Pop

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

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.

"WELL Health’s Call-to-Text feature allows patients, who are short on time, to switch their phone calls to text messaging, rather than wait on hold, wait for a callback or just hang up.

Moving these important health conversations to SMS/texting allows the patient to respond on their terms and on their timing, ensuring they get the care and answers they deserve from healthcare providers.”

Arnie Reynoso

Chief Information Officer, Altura Centers for Health

Related Resources

Messaging systems: from automation to conversation

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