Ryan Health had reduced call center staffing to manage costs, shifting more calls to an outside vendor. With Luma scheduling, patients could already book appointments online without calling. But even with approximately 13 in-house call center representatives and an outside vendor handling overflow, Ryan Health still couldn’t keep up with call volume .
Ryan Health now uses Navigator to receive all call center calls, and route calls that need personal help to the right staff. Patients can use Navigator to schedule, change, or cancel appointments by phone, through Ryan Health’s website, or by text. Changes go directly to the EHR schedule.
"The day after we turned Navigator on, our overflow call center asked what happened. Calls to them had suddenly dropped," said Farooq Ajmal, Chief Information Officer at Ryan Health.
- $10K monthly savings in call center outsourcing costs
- 35% of eligible calls resolved without staff help
- 8.6 FTEs’ worth of call center capacity added within eight weeks
Learn more about Navigator and book a call with Luma’s AI experts.