Australia
MOTIVIT FOR BUSINESS PROCESS OUTSOURCING
Case Study: Pacific Women's Obstetrics & Gynecology
Pacific Women’s Obstetrics & Gynecology is a trusted healthcare provider specializing in comprehensive obstetrics and gynecology (OB/GYN) services. Located in Eugene, Oregon, they offer personalized and compassionate care to women at every stage of life. Committed to excellence, PWOG ensures that patients receive the highest quality medical care in a comfortable and supportive environment.
The Challenge
PWOG faced several key challenges in their business operations:
High Call Abandonment Rate
Leading to delayed resolutions for patient inquiries and concerns, affecting overall patient satisfaction.
Strengthening Provider-Patient Relationships
Ensuring meaningful interactions to build trust and improve the quality of care.
Optimizing Work Distribution
Reducing administrative burdens on healthcare staff, allowing them to focus on in-person patient care.
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The Solution
To address these challenges, PWOG partnered with MotivIT to integrate Virtual Assistants into their business operations. Our tailored BPO (Business Process Outsourcing) solutions provided the following advantages:
Dedicated Virtual Assistants to manage call volumes effectively, ensuring prompt responses and minimizing call abandonment rates.
Enhanced IVR System to efficiently direct patient inquiries, reducing wait times and improving navigation to the appropriate department.
Call-Back System where VAs collect patient details, relay concerns to the appropriate medical team, and set clear expectations, minimizing unnecessary follow-ups.
Proactive Patient Communication to ensure timely follow-ups on patient concerns, reinforcing trust and improving patient satisfaction.
Comprehensive Administrative Support to assist with essential tasks, reducing the workload on office staff and improving overall efficiency.
The Results
2,000 +
Inbound calls
handled per month
87%
Reduction in abandoned calls
57%
Increase in booked
appointments
48hrs 🡒 8hrs
Improved provider
response time
By integrating Virtual Assistant solutions, PWOG achieved:
Improved patient access and reduced call abandonment by optimizing staffing and implementing efficient call-handling strategies.
Strengthened provider-patient trust through clear communication, timely follow-ups, and a reliable callback system.
Enhanced office efficiency by delegating administrative tasks to Virtual Assistants, allowing staff to focus on in-person patient care.
Streamlined communication with an improved IVR system and structured workflows, ensuring patient concerns were directed and resolved without delays.
With MotivIT’s Virtual Assistant support, PWOG successfully transformed its patient communication strategy, leading to more efficient operations and a superior patient experience.
Testimonial
“You are so wonderful on the phone, you’re very kind and I really appreciate it. I was trying to figure out about high and low volumes of time but when you answered the call you are so lovely and I just wanted to say that.”
Dr. Laurie Green
Founder and Practice Physician, PWOG
Enhance Your Healthcare Operations with MotivIT's Virtual Assistants
Looking to optimize your patient communication and administrative processes? MotivIT provides expert Virtual Assistants tailored to your healthcare practice. Contact us today to explore how our solutions can enhance efficiency, improve patient care, and support your team’s success!