The quality of information our providers receive before calling a patient has improved significantly. They’re better prepared, can diagnose patients more quickly, and end up with stronger documentation.
Nathan Schmidt
Practice leadership
About Inspired Health
Inspired Health Group is a true family practice owned and operated by two generations of the Erickson family. As an independently owned practice serving thousands of patients in Western New York, they provide compassionate, personalized care that puts patients first.
The Challenge
In order to effectively serve their large and diverse patient base, the IHG had to dedicate a large part of their team to answering routine calls from patients, and relied on a series of external call center solutions for after hours support. This led to a constant struggle and backlog of patients waiting on hold and navigating complicated menus for common requests like appointment changes and prescription questions.
The Solution
Clark Street presented the perfect solution to simplify their call operations and give their team time back to focus on patient appointments and clinical guidance, while saving them money. We recommended a phased approach, and they began with a gradual adoption of custom AI agents for specific phone lines, like after hours calling. They eventually expanded use across: After hours patient calls During the day call routing Nurse line support The team was able to go live in under a week and add and modify their agents month to month.
The Result
Within two months of going live, Inspired Health Group was able to see a 42% reduction in phone time for staff and dropped the hold time on their main line to zero.
We have been able to see an over 40% reduction in the time our team has to spend on the phone, this has been extremely popular with patients and providers alike
Clark Street Health also provided the team with a much more detailed view of patient experience and control over their call operations. This included the ability to run post call surveys and ensure a high quality of care, updating their messaging around billing changes, and including seasonal and holiday messaging to manage hours changes. The team also saved significant resources and was able to reduce spend on external vendors for call center support.
The quality of information our providers receive before calling a patient has improved significantly. They’re better prepared, can diagnose patients more quickly, and end up with stronger documentation.