six month period, calls by the marketing consultant to 300 patients yielded a
98% satisfaction response to the question “Was your call promptly answered?”
The Advisory Board also reports that
customers will achieve “significant referral and downstream revenue gains
through accommodating nearly all requesting physicians with expedited patient scheduling.” 2 This has indeed been
the outcome at AADI where an increase
in referral volume from practices which
were the most vocal about scheduling
difficulties has grown about 13%. From
a previous 125,000 calls, volume has increased about 35% to 163,800 exclusive
of the 3000 generated by online requests.
Operations have become so efficient, the
additional volume has been absorbed
into the existing number of staff.
1NAQC Issue Paper: Call Center Metrics: Best
Practices in Performance Measurement and
Management to Maximize Quitline Efficiency
and Quality. North American Quitline
2The Advisory Board. “Original Inquiry Brief.”
September 29, 2008.
Mary Ann Waldron, MBA founded Traction Business
Development, a healthcare consultancy. Her former
professional positions have spanned the healthcare
sector in vendor, payor, and provider roles including
leadership positions in sales and marketing with GE
and Picker. She earned her BA from DePaul University
in Chicago and her MBA from the University of Illinois.
Mary Ann can be contacted at firstname.lastname@example.org.
Karen Scott, RT, RDMS, CRA is the executive director of
Anne Arundel Diagnostics Imaging. Through Karen’s
leadership, AADIs breast center was the first in
Maryland to earn the ACRs distinction as a Breast
Imaging Center of Excellence. AADI recently opened
the only dedicated outpatient PE T/CT in Anne
Arundel county and offers the county’s only 3 T MRI
scanners. She was honored with Y WCAs Tribute to
Women and Industry award, bestowed on women
who make significant contributions to industry in