Healthcare Case Study
A non-profit pediatric healthcare provider partnered with Outsource Consultants to stabilize appointment scheduling and improve operational consistency.
The results: 22% cost savings and $872K total savings over three years.
Results
- 22%
- Cost Reduction
- $872K
- Total Savings
- 97%
- Scheduling Accuracy
- 25s
- Call Time Reduction
Deliverables:
The Challenge
The pediatric provider experienced operational strain with its outsourced call center due to agent attrition and inconsistent adherence to scheduling processes. These issues required internal leadership to devote significant time to vendor oversight, limiting efficiency and focus on core priorities.
The Approach
Outsource Consultants transitioned the provider to a nearshore call center with healthcare experience and HIPAA-compliant operations. The engagement emphasized structured hiring standards, including screening for prior healthcare scheduling experience and required fluency in English and Spanish, with agent language skills aligned to patient demographics.
OC also established targeted training and KPI management to address call efficiency and scheduling accuracy.
The Outcome
The updated operating model produced measurable improvements in efficiency and accuracy. Within 120 days, average call handle time was reduced by 25 seconds, meeting the client’s goal for sub-five-minute calls. Scheduling accuracy consistently reached 97%.
The engagement delivered a 22% cost reduction, resulting in $291K in first-year savings and $872K in total savings over the three-year engagement.
Results:
- 22% Cost Savings
- $872K Total Savings
- $291K First-Year Savings
- 97% Scheduling Accuracy
- 25-Second Call Time Reduction
FAQs
- How do we know whether outsourcing appointment scheduling is actually the right move for us?
That depends less on size and more on operational strain. If leadership time is being pulled into vendor oversight, quality issues, or staffing instability, those are signals that the operating model, not just the provider, needs review. A strategy conversation helps determine whether outsourcing, restructuring, or tighter governance is the right lever.
- We already use an outsourced call center. What would be different this time?
Most issues stem from how the relationship is structured and managed, not from outsourcing itself. The difference is having an advisory layer that defines success, aligns KPIs, and holds partners accountable so internal teams are not forced into day-to-day firefighting.
- How does OC ensure compliance in regulated industries?
We only match clients with BPOs that have proven experience in highly regulated environments. That includes handling HIPAA, PCI, and CMS requirements with full audit trails, process controls, and dedicated QA programs built for compliance.
- 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.
- 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.
