Patient Access & Workforce Optimization Services for a Regional Hospital System
Industry: Healthcare
Service Lines: Patient Access Call Center | Workforce Management (WFM)
Client: Large Regional Hospital System (Endeavor Health)
Services Provided: Inbound Call Center Operations & Workforce Management (WFM)
Location Supported: Skokie, IL
The Challenge
A regional hospital system needed a scalable Patient Access solution to manage high inbound call volumes across multiple medical offices and departments—while maintaining HIPAA compliance and strong service levels. At the same time, leadership required improved workforce visibility to forecast demand, optimize staffing, and reduce patient wait times.
Our Solution
We delivered an end-to-end Patient Access and Workforce Optimization model designed to improve patient experience and operational efficiency.
Patient Access Call Center Support
Our trained inbound Patient Access Representatives served as the first point of contact for patients, handling a wide range of administrative and scheduling needs.
Key responsibilities included:
- Managing inbound calls for multiple hospital departments and clinics
- Collecting and entering patient information into the EPIC EHR system
- Promoting online and self-service patient tools
- Maintaining strict HIPAA and privacy compliance
Workforce Optimization & WFM Services
To support performance and scalability, our Workforce Optimization Analyst partnered closely with operations and leadership teams.
Our WFM support included:
- Tracking schedule adherence and workforce KPIs
- Developing dynamic staffing models aligned with service level goals
- Leveraging WFM tools to automate forecasting, scheduling, and performance tracking
- Delivering actionable reports on service level productivity
The Results
- Improved patient access and reduced wait times
- Optimized staffing aligned with real-time demand
- Greater visibility into call center performance and workforce utilization
- A consistent, patient-centered experience across access channels
The Impact
By combining skilled Patient Access professionals with data-driven workforce optimization, the hospital system strengthened its front-door operations—delivering reliable, compliant, and efficient patient access while improving both patient satisfaction and operational control.