Assisted Onboarding
Completely rebuilt the internal tool used by our call center to onboard patients
The Problem
When I joined DispatchHealth in August 2021, the only way for patients to schedule an in-home care visit was through a phone call.
The legacy internal tool used by our call center was rigid, inefficient, and buggy. This led to an average call time of ~20 minutes. Imagine needing urgent care and having to spend 20 minutes on the phone!
On top of creating a negative patient experience, every unnecessary minute on the phone means a significant cost to the business.
For Dispatchers (internal call center employees), the experience of using the tool was frustrating and unreliable.
Strategy
Improving the internal onboarding tool will deliver a better experience for patients and internal users when scheduling care.
An improved experience will reduce operational costs and increase end-to-end conversion from inbound call to completed visit
My Role
Senior Product Designer - Onboarding and Patient Teams
End-to-end design strategy, research, and execution
Partners
Onboarding and Patient Teams
Product Managers, Engineering Leads, and 15-20 engineers
Cross-Team Collaborators
Risk Stratification Team, Logistics Team, Partner Team
Tech Leadership
Product, Design, and Engineering
Key Stakeholders
Call Center Leadership and Supervisors
Responsible for all aspects of Patient Onboarding on the phone
Clinical Leadership
Ensure patient safety
Revenue Cycle Management
Expertise in Health Insurance and Billing
Legal
Ensure compliance with HIPAA and other regulations
Outcomes
✅ Created a more efficient and patient-friendly experience
✅ Increased call to visit rate by 3%
✅ At launch, maintained AHT while capturing more data than before
✅ 13% increase in credit card capture rate (important for the business)
✅ $2.25m+ impact on ARR
✅ Post-launch, have driven iterative improvements in AHT by leveraging user research, data, and stakeholder feedback
DispatchHealth delivers on-demand, in-home healthcare
Delivering this care at scale across the country is no small feat.
Our core operational challenge as a business is to efficiently match supply (our medical providers in the field) with demand (patients who need care).
Unlike a brick and mortar urgent care, there is a web of complex decision-making that must happen in order for us to schedule patients and deliver care in their homes.
When calling into DispatchHealth, patients interact with Dispatchers to schedule a visit.
In high-risk cases, the call is escalated to Secondary Screeners, who use their medical expertise to determine if it is safe for us to see the patient.
Dispatchers
Patient-facing service representatives
Secondary Screeners
Medical professionals who determine patient acuity for high-risk cases