Answering365 Case Studies

The situation

A non-profit provider of medical, dental and behavioral healthcare with 26 locations across three counties in the San Joaquin Valley. As a licensed HMO it must give members access to care 24 hours a day, seven days a week under California Department of Managed Health Care (DMHC) rules.

What Answering365 does

Answering365 operators answer patient calls during and after office hours, work through the organization's own criteria and route each caller to the right staff member, so patients meet the same process at any hour.

• One route in for patients across 26 sites
• Routing rules written by the organization, not a generic template
• Bilingual English and Spanish operators

The situation

The burn center takes calls from patients, referring physicians and area trauma centers, and wanted every one answered by a live person who could schedule or escalate, around the clock.

What Answering365 does

Answering365 operators answer the center's office calls 24/7 and book more than 30 appointments a day directly in the center's existing scheduling software. They also handle the center's after-hours operational calls.

• Scheduling in the center's own system, not passed back as messages
• An escalation path defined by the center's clinicians
• Operators schedule and route; clinical judgment stays with clinical staff