Challenges
TOC was experiencing long patient hold times, which ledto poor patient experiences and missed appointmentopportunities. Additionally, their call center faced staffinginefficiencies, with high overhead costs and inconsistentservice quality
Solutions
TOC partnered with Phystech Trace to build a custom AIpowered voice agent designed to handle both inboundand outbound patient communication around the clock.
“When I was first asked to work on this development, I saidI didn’t have time for a project like this, but it has turnedout to be a very rewarding process. The Phystech Trace teamhas been one of our best vendor relationships. Theirpeople know what they’re doing, hear what we’re saying,and even look out for things we don’t even know to lookout for.” – Tammy Jackson, Chief Administrative Officer.
Client
The Orthopaedic Center (TOC) is aleading orthopaedic care providerbased in Huntsville, Alabama. It isknown for its team of specializedphysicians and commitment topatient-centered care. With over 70providers across 13 locations, TOCreceives more than 60,000 patientcalls each month. In 2021, theorganization partnered withPhystech Trace to enhance patientcommunication and improveoperational efficiency.
Results
With Phystech Trace, TOC experienced significant improvements.
- 80% reduction in call abandonment rate — from 20% to just 3%
- 90% decrease in average patient hold times
- Replaced the work of 4 full-time employees, at the cost of only 1 FTE
“We’ve been using Phystech Trace for almost 5 years, and we couldn’t be more satisfied with the results. Their customer service is exceptional, and the quality of their product is unmatched. Phystech Trace stays ahead of the technology curve. The cost is equivalent to 1 FTE, but it delivers the work of 4 FTEs—making the decision a no-brainer.” – Tammy Jackson, Chief Administrative Officer.
