Engage and Transfer ROI: Measuring the True Value of Live Callers

My husband Donald is a registered nurse who works with medically fragile pediatric patients in their homes. His primary work is very hands-on, very physical—administering crushed up medication through feeding tubes, clearing and monitoring breathing vents, and being constantly vigilant—for seizures, for infections, for pain—in a population that cannot articulate or advocate for their own needs. His secondary work is holistic in nature—working with the parents, fitting into and navigating the sometimes very emotional landscape of their homes. Death, blizzards, job loss, addiction, language barriers, poverty—these have all been elements in the care equation of his nursing.

An added dimension to this care is administrative—case notes, care orders, time sheets, and paperwork to be filed with the state. It’s the final two that feel burdensome, necessary drudgery that goes along with his life’s work of providing care.

Registered nurses hired by health plans likewise play a critical role in caring  for healthcare consumers. Patients recently discharged from the hospital who struggle to understand discharge instructions, anxious parents trying to make the midnight decision about whether or not to head to the ER, newly diagnosed diabetics working through the complexities of glucose monitoring and medication—all are well served by the caring nurse on the other end of the line.

We have often been brought in by our clients to solve for some of the challenges inherent in outbound dialing by nurses and care managers. These challenges include:

  • Outbound dialing as a rule results in reaching the correct person 25% of the time—which means 75% of attempts are spent leaving messages.
  • Every call involves pre-call work—pulling the patient record and refreshing themselves on the notes. Every time there’s an unsuccessful contact, this time is wasted.
  • Clients that use an auto-dialer see even lower rates of connection and lower patient satisfaction due to the “gap” between contact and connection—which results in nurses handling “dead air”, hang-ups, (and grumpy patients).

This is where Eliza’s technology can step in and help connect people to nurses. No need for these valuable, skilled professionals to spend their time dialing out when we can do the dialing for them, and transfer only those who are available and have questions or concerns.

More Quality Talk Time

LiveCaller1         LiveCaller2

In other words, Eliza’s “engage and transfer” technology minimizes unnecessary call handling time and maximizes critical nurse-patient contact. As my husband would say, ‘the less time I need to spend worrying about administrative details, the more time I can spend focusing on what really matters. Helping people feel cared for and supported as a human’. At Eliza, we like that sentiment.

To learn more about assessing your current live caller strategies, and the opportunities to execute more ROI-focused engagement approaches, please contact eliza@hms.com.

Melissa Palladino joined Eliza’s design team in 2009 as a web copy developer. Now, Palladino can be found at the forefront of new product design and implementation, client solution strategy, and well-crafted, impactful outreach creation. Her areas of subject matter expertise include Medicare, STAR gap-closure tactics, and medication adherence.

A perfectionist and achiever in her work, Palladino has applied that mindset successfully to other life arenas. Her walking tour business, Gloucester Guided Tours (2006-2009), was featured in Life Magazine, Boston Magazine, and Boston Business Journal. Melissa Cooks Gourmet, her cook-through blog featuring recipes of The Gourmet Cookbook, won attention in The Wall Street Journal. Real Simple and the Boston Globe featured her artwork. And as a fiction writer, Melissa is a two-time nominee for the Pushcart Prize. She holds a Bachelor of Arts in Psychology from Colby College and a Bachelor of Fine Arts in Sculpture from Maine College of Arts.


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