A regional hospital system sought to better understand the root causes of patient friction in prescription inquiries, the top call driver to its nurse triage team in order to improve the prescription process.
Around 20% of the nurse team’s call volume was spent on prescription refills, preventing them from triaging and managing patient care. In order to decrease the overall volume of these administrative prescription refill calls, the organization created a dedicated voicemail line — but callers often found themselves unsure if they were calling the right line, unnecessarily stuck on hold, or unclear about whether their voicemail had been received.
Authenticx in Action
Authenticx used AI-driven Eddy Effect™ evaluation combined with human listening to analyze over 21,000 calls over a three-month period. They found that these calls had an Eddy Effect™ rate averaging 36% — over 10% above the 25% industry benchmark.
Authenticx then dug into the root causes of those Eddies, identifying and quantifying 5 key sources of friction:
- Appointment timing for refills
- Prescription errors
- Incorrect pharmacy information
- Medication shortages
- Additional action needed from the provider’s office
Results
Armed with these insights, the organization created a cross-functional team of nurses, physicians, pharmacy leaders, refill line agents, and business leaders to address the issue. They implemented phone tree updates to more directly connect to the voicemail line, as well as revised agent prompts across call lines for patients seeking refills.
Within two months of these updates, the nurse team saw a 3% decrease in refill calls — omitting nearly 550 total calls and reclaiming dozens of hours previously spent on refill requests.
About Authenticx
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.
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