Las Vegas Urology – Case Study
OnCall schedule management that beats the odds for a big practice in Las Vegas
Las Vegas Urology, the largest urology group in Nevada, comprises a network of 8 locations and 20 providers. With that comes a very challenging after-hours call volume. Though Senior Practice Manager, Jill Burt, was initially seeking an outsourced call center solution for a different challenge to their initial inquiry with MedCall Plus, several competing companies first considered left much to be desired.
MedCall Plus was attractive to the client because of eye-opening consultations with its medically-trained team, from sales through onboarding and account management. With an after-hours medical service inclusive to complex OnCall schedule support, the work of handling the OnCall portion, after hours and overflow call care was offered to MedCall Plus.
“Everything was very customizable. During the onboarding process it was– although time-consuming– it really worked to be able to go through everybody very independently. MedCall Plus was able to conform to what we needed instead of us having to having to fit into a box.”
Senior Practice Manager
Las Vegas Urology is a specialty clinic network that requires a collaborative and flexible 24/7 partner for the contact management needs of their complex practice. Bringing an always-available team-based model of service, backed by a readiness to consistently tweak and update their account needs requires significant resources from the call center team, especially in the client services and programming sphere. While the client has not experienced a significant decrease in billing over their previous provider, their white-glove, healthcare-specialized support from MedCall Plus has liberated the practice manager to allocate her time and attention to the daily needs of their practice, having implemented as near of an automated process of personal call care as is possible.
Through entrusting our team to ensure the critical P.M. hours are handled “as close to perfect as possible,” Las Vegas Urology gives high marks to the agent and client services team.