As the healthcare environment grows increasingly complex, business leaders are relying more heavily on technology to streamline processes, and reduce costs. The right CX solutions, from employee engagement and management tools to CCaaS technology, not only enhance the customer experience, but support healthcare businesses in achieving crucial goals.
One Medical, a membership-based primary care practice, knew it needed a powerful CX solution to deliver the meaningful experiences its patients were looking for. One Medical consistently aims to differentiate itself from other care providers across the United States, with a human-centric approach. The company’s compassionate service, combined with its focus on implementing cutting-edge technology, has helped it to thrive even during disruptive times.
When One Medical’s team began to struggle with outdated and inefficient processes, the company turned to Zendesk for help with a transformative new strategy.
Enhancing Customer Experience with Employee Experience
One Medical is a company created by physicians with the goal of transforming patient experience. The organisation wants to adapt patient support to the real and ever-changing needs of busy people in today’s community. This has prompted the team to implement everything from powerful technology to telemedicine, to specialist care from experts across the country.
One Medical prides itself on value and efficiency, ensuring patients can get care when they need it most, whether they’re looking for same-day appointments, or automated prescription refills. However, preserving an extremely high standard of care comes with its own set of challenges.
With around 70 offices to manage and 1,300 employees, One Medical relies heavily on its team of support agents, split between San Francisco and New York City. These support agents play an essential role in delivering support for the Electronic Health Record the company’s team members leverage on a daily basis. The EHR system is responsible for helping every office manage its practice, prescriptions, and appointment scheduling.
The EHR was developed for One Medical from the ground up, designed to tackle the specific challenges the company faces when supporting clients. A huge number of providers and administrative assistants use the technology on a daily basis. When they have an issue or encounter an error, they need an immediate solution to get back on track.
Without the right solution in place to deliver service to employees quickly, the patient experience naturally begins to suffer.
Supporting Administrative Assistants with Zendesk
Ian Wolfley, manager of technology support and product at One Medical says providing comprehensive and fast service to administrative assistants and medical providers within One Medical offices is critical to ensuring a high quality of healthcare. The administrative assistants are crucial in delivering care to end-users and patients.
These employees are consistently under pressure to respond rapidly to patient requirements. However, they’re unable to perform at their best when their technology isn’t working properly. To achieve the best possible level of customer experience, One Medical knew it needed to help employees get the support they needed faster, so they could deliver on the promise the brand makes to its patients.