Agent Monitoring Software from VPI - Leading Developer of Agent Monitoring Software.
Customer Success Story
Business Challenge
A Medicaid HMO Healthcare Provider wanted to reduce the amount of “no shows” for non-emergency transportation pick-ups. Each trip costs the Healthcare Provider $35.
Solution Overview
VPI's VirtualSource Virtual Call Agents make an outbound call to patients scheduled for pick-ups and confirm that the patient still needs transportation.
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Healthcare Provider Saves More Than $1,000 on First Day with VPI's VirtualSource Agents™

A Medicaid HMO Healthcare Provider wanted to reduce the amount of “no shows” for non-emergency transportation pick-ups. On the first day of implementation, VPI VirtualSource saved the Healthcare Provider more than $1,000 by avoiding “no shows.”

Challenge

A Medicaid HMO Healthcare Provider wanted to reduce the amount of “no shows” for non-emergency transportation pick-ups. Each trip costs the Healthcare Provider $35. 

Solution

VPI's VirtualSource Virtual Call Agents make an outbound call to patients scheduled for pick-ups and confirm that the patient still needs transportation. Previously, live agents made some calls to confirm transportation pick-ups, but were unable to reach all patients. 

Audio Symbol Listen to a sample Outbound Transportation Confirmation call!

Significant Benefits

• Over 30,000 calls processed to date
• 60% of these complex calls successfully completed
• Ongoing learning and tuning improves completion rates
• Live agents are free to handle unique calls
• VirtualSource Agents outbound transportation confirmation application went live in about eight weeks

Transportation Confirmation Results

On the first day of implementation, VPI VirtualSource saved the Healthcare Provider more than $1,000 by avoiding “no shows.” The average savings per month over a three-month period were more than $18,000. VirtualSource Virtual Call Agents are able to reach all patients within a short time frame, so every patient receives a confirmation and can cancel the transportation if needed.

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