A large healthcare system was noticing an increase in mental and behavioral health inquiries coming to their regional contact center. The team wanted insights into how they could better address accessibility to mental health services and resources in their community.
Authenticx in Action
Authenticx evaluated calls to listen and created a montage to highlight caller pain points. Insights derived from the calls found:
- Caregivers struggled to find access to mental and behavioral health resources in their immediate community
- There was a lack of mental health support and providers available for children under the age of 18
- Barriers to access care included long wait lists in scheduling an appointment or needing to travel outside of the community to find an appropriate provider
With a stronger understanding on the obstacles facing caregivers, the healthcare system is able to:
- Assess how to better improve accessibility to mental health resources for caregivers in the local community
- Enhance provider support and their ability to serve children struggling with mental health needs
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Want to learn more? Contact us!