Transforming A Revenue Cycle Contact Center Within A Large U.S. Health System
Problem Statement:
A large US healthcare system engaged Cortico-X to help support the development of omni-style continuous listening capabilities and the supporting infrastructure, digital connections, and optimized workflow.
Our Approach:
Our team implemented an XM dashboard with speech, text, and behavior analysis capabilities, a closed-loop feedback model, empathy leadership training, internal storytelling training, and a campaign strategy for continuous engaging information sharing.
Results:
In 6 months, our client realized an 8% increase in first contact resolution, a 10% increase in patient satisfaction, and increased workforce engagement.
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