The Human Voice of Care
Patient Calls
62%
Cost Reduction
up to
88%
First Call Resolution
Workflow: Patient Calls
Industry: Healthcare
Annual Transactions: 250,000+
A patient’s first call is more than a question—it’s the first impression of care. Yet providers struggled with long hold times, inconsistent call handling, and missed scheduling opportunities that disrupted access, created no-shows, and eroded trust.
FTO redesigned the experience by embedding dedicated patient access specialists into the call flow. With skill-based routing, real-time eligibility checks, and scheduling aligned to provider systems, every call moved with clarity and empathy. Scripts, QA audits, and dashboards ensured compliance and consistency, while bilingual coverage and callback logic absorbed surges without losing momentum.
The change strategy centered on daily huddles, performance coaching, and live monitoring—so quality became a habit, not an exception.
In a tightly run window, average speed to answer dropped under 30 seconds, first-call resolution climbed to ~88%, CSAT held above 90%, and no-shows fell by ~25%—transforming patient access into a reliable gateway for care, experience, and revenue continuity.