The Los Angeles Department of Health Services (DHS) is the second largest municipal health system in the U.S. The service runs an integrated system of 19 health centres, four hospitals and an expanded network of community partner clinics that see to the care of 670,000 patients annually. The system employs a staff of 19,000 and has an operating budget of US$4 billion.
Communication and collaboration is a challenge for such a large organization.
“In our mission to provide the best care in the world, we are expanding our lost cost no cost health care services,” said Richard Rodriguez, director of business operations. “This is causing an influx of patients seeking medical help, and it is our priority to make it easier and faster for them to get that help.”
The LA County DHS turned to Telax, a cloud contact centre solution provider, to develop a system will help them caregivers deliver timely and efficient care for patients, reduce call wait times, and give patients easy access to caregivers.
“We are the second largest health system in the US, and we have a responsibility to provide quality care to everyone,” said Rodriguez. “Telax will help us maintain our high standards of service, by facilitating an optimum patient experience.”
Telax is streamlining the patient call flow and communication process in the DHS’s facilities by integrating services such as phone and chat features. The company will also introduce new built-to-suit interactive voice response (IVR) features and workflow best practices.
IVR is a technology that allows a computer to interact with humans through the use of voice and inputs via keypads. The system allows users to interact with a company’s host system via a telephone keypad or by speech recognition.
“We are proud to be working with Los Angeles County Department of Health Services,” said Allister Quinteros, director of business development and partnerships at Telax. “We believe this is a perfect match, and that we can facilitate their value proposition by marrying our contact center technology and services with their desire to offer a superior patient call flow experience.”
The Telax contact center solution will allow the LA County DHS to access several key features, such as outbound, inbound, and reporting and tracking tools.
The DHS will have the capability to gather data and assess workflow management, best practices, patient-caregiver information and conversations.
They will also be able to identify the type of patients making inbound calls, the number of outbound calls, how the calls are managed, what agents are providing an optimum experience, and how long patients are on the phone.
The Telax built-to-suite technology offering will also compliment the LA County DHS “MyWellness” web portal, where patients can easily access medical records, manage their healthcare and schedule online chats.
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