Healthcare Case Study
A multi-site orthopedic provider partnered with Outsource Consultants to improve patient access and stabilize scheduling operations during periods of rising demand.
The results: 96% call answer rate, 34% increase in booked appointments, and $2.05M in incremental revenue.
Results
- 96%
- Call Answer Rate
- 34%
- Increase in Booked Appointments
- $2.05M
- Incremental Revenue
- 51K
- Appointments Booked (Q4)
Client:
Multi-site Orthopedic Provider
Industry:
Healthcare
Deliverables:
The Challenge
A multi-site orthopedic provider lacked staffing to answer scheduling calls, resulting in high call abandonment and missed bookings. As demand increased, the organization could not keep up with scheduling volume, leading to fewer appointments booked and revenue left unclaimed.
The Approach
Outsource Consultants advised on implementing an outsourced appointment scheduling team along with a defined performance cadence. The model was designed to stabilize coverage, improve call answering performance, and support patient scheduling operations.
The Outcome
Call answer rates increased from 77% to 96%, while appointments scheduled rose by 34%, from 38,379 in Q1 to 51,430 in Q4.
These improvements resulted in $2.05M in total incremental revenue generated from previously missed calls and unbooked appointments.
Results:
- 96% call answer rate (up from 77%)
- 34% increase in booked appointments
- 38,379 to 51,430 appointments scheduled (Q1 to Q4)
- 51K appointments booked in Q4
- $2.05M in total incremental revenue
- 105 seats supporting scheduling operations
- 12-month engagement
FAQs
- How do your BPO partners manage risk and compliance in patient-facing roles?
Healthcare engagements require partners with proven experience in regulated environments. Beyond partner selection, the operating model matters: clear process definition, training expectations, QA discipline, and performance visibility. These elements reduce risk without adding internal workload.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
