“Providing patients with online access to book the right provider has been a major advantage, but the biggest game-changer has been the ability to onboard call agents in just three days, instead of several weeks. This timeline has been critical, especially in a department that could see high turnover.”

“Orthopedics is a complex specialty with many nuances and sub-specialties within it. Each requires its own set of unique skills and the call center’s ability to match the appropriate specialist to the patient’s problem is a complex process.”