A 12-location primary care organization was losing patients due to long hold times and inconsistent call handling across sites. Staff were overwhelmed, and after-hours coverage was unreliable.
We conducted a comprehensive communication audit across all locations, identified bottlenecks in call routing, and evaluated several cloud phone and contact center platforms. After selecting the right fit, we guided implementation and trained staff on new workflows.
The clinic's payment systems were fragmented across three different platforms, leading to reconciliation headaches, high processing fees, and slow cash flow. Patients were confused by inconsistent payment experiences.
We mapped the entire payment workflow, identified redundancies and cost drivers, and evaluated integrated payment solutions that would work with their existing EHR. We negotiated better processing rates and managed the transition.
Rapid acquisition had left the organization with overlapping software subscriptions, inconsistent workflows, and no clear technology roadmap. Monthly software spend was climbing without corresponding improvements in operations.
We performed a complete technology audit, documented all active subscriptions and their actual usage, and developed a consolidation plan. We helped renegotiate contracts and sunset redundant tools while ensuring operational continuity.
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