Overview

Patients hate waiting for their appointments.

The University of Miami Health System delivers leading-edge patient care by the region’s best doctors, powered by the groundbreaking research of the University of Miami Leonard M. Miller School of Medicine. As South Florida’s only university-based medical system, UHealth is a vital component of the community that is leading the next generation of health care.

UHealth is made up of more than 1,200 physicians and scientists who are highly trained specialists focused on providing state-of-the-art medical care. From diagnosis to treatment and follow-up, physicians work in teams to tailored care to each patient.

Patients from around the world turn to UHealth - University of Miami Health System in their search for expert care from our top ranked physicians. UHealth is home to the number one eye hospital in the United States, Bascom Palmer Eye Institute, the only NCI-designated cancer center in South Florida, Sylvester Comprehensive Cancer Center, a pioneering minimally invasive cardiac surgery program, and offers expertise in more than 100 medical specialties. UHealth’s comprehensive network also includes more than 30 sites.

International patients come for consultations with our renowned physicians, advanced treatment technologies, leading-edge medical therapies, and state-of-the-art surgical procedures. Whatever your reason for coming to UHealth International, you receive customized medical care delivered within a compassionate, multicultural setting.

A leading South Florida hospital system was experiencing growth in both ambulatory and acute care visits, spending more than $2.5M per year on mass patient communication and appointment setting systems. The communication systems in place were developed 10+ years ago and not designed to handle today’s 1200+ providers and their respective patient network. The belief was that the spend was excessive for an antiquated system and had many gaps based on competitive research; median call abandonment rate of 19.2%, an average speed of answer of 2 mins and 49 seconds, high number of no-shows and multi-channel communication expectations. As one of the top hospital systems in the country, they recognized the need to examine their contact center to ensure better communication with patients and providers.

Pain Points

• Patients demanded better experience and service.
• Services and appointments were being rescheduled, creating empty slots.
• Handle time was taking too long to reach a resolution.

After assessing the organization and identifying the characteristics of the contact agent population, we established data pipelines to various source systems.

Solutions

We provided a 3-tier dashboard view (contact agents, frontline managers and executives) so actions can be specific to the user’s role and area of responsibility. By continuing to push the distribution of the population towards high-performers, we were able to see noticeable improvement in better forecasting and scheduling of patients. In addition, the patients’ experience and journey showed significant improvement towards the previous months.

AmplifAI provided us with an intelligent platform that simplified our data and reports from various systems into easy to understand views and recommended detailed actions to engage and develop agents across our scorecard.  AmplifAI allowed us to engage, develop and communicate effectively with our workforce both remote and on-site while making coaching and learning focused, effective and fun.

Cary Danner, Assistant Vice President UHealth Connect