Healthcare Case Study
A patient-centered, not-for-profit healthcare provider partnered with Outsource Consultants to stabilize inbound appointment scheduling and improve the reliability of its patient access operation.
The results: $754K cost reduction in first year and $2.3 million total savings over the course of the engagement.
Results
- 27%
- Cost Reduction
- $2.3M
- Total Savings
- <2%
- Errors in 120 Days
- 50%
- Fewer Abandonments in 90 Days
Deliverables:
The Challenge
The not-for-profit healthcare provider faced ongoing staffing and retention challenges within its inbound appointment scheduling call center. Agent turnover affected service consistency and contributed to a 10% call abandonment rate on incoming calls.
These operational issues made it difficult to maintain reliable patient access and scheduling accuracy. The organization sought a more dependable operating model to support inbound scheduling without continuing to strain internal staffing resources.
The Approach
Outsource Consultants partnered with the provider to manage inbound appointment scheduling using an outsourced model designed for healthcare environments. The engagement began with an initial pilot of 15 agents and scaled to 33 seats as the program expanded.
OC applied its established outsourcing model and healthcare expertise to support appointment scheduling operations. The structure focused on improving operational consistency, reducing scheduling errors, and lowering call abandonment.
The Outcome
The partnership delivered measurable improvements in operational performance. Call abandonment declined from 10% to under 5% within 90 days, representing a 50% reduction. Scheduling errors were reduced to below 2% within 120 days, with rates continuing to trend lower within the first six months.
From a financial perspective, the engagement generated $754K in first-year cost reduction and $2.3M in total savings over the three-year engagement.
Results:
- 27% Cost Reduction
- $2.3M Total Savings
- <2% Errors in 120 Days
- 50% Fewer Abandonments in 90 Days
- $754K First-Year Cost Reduction
FAQs
- How do I know outsourcing inbound scheduling won’t hurt the patient experience?
That concern is common, especially in mission-driven healthcare organizations. The key variable isn’t outsourcing itself, but how the operation is designed, staffed, and governed. Many providers struggle internally due to turnover and coverage gaps, which can be just as disruptive to patients.
A CX strategy call helps determine whether outsourcing would stabilize service levels, where guardrails are required, and what success should realistically look like before any changes are made.
- What types of healthcare functions are appropriate to outsource and which are not?
Not every function should be outsourced, and not every vendor is right for healthcare environments. Inbound scheduling, access, and administrative workflows are often candidates when internal teams face retention or capacity challenges.
OC’s role is to help leaders decide where outsourcing fits, where it doesn’t, and how to structure programs so clinical care and patient trust are not compromised.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
