At A Glance

This Midwest health system had a clear objective: Provide service representatives with the information necessary to resolve patient questions within one call, thereby delivering on a commitment to “Personalized Care.”

The Client

Affinity Health System combines 22 clinics, three hospitals and a Network Health Plan to provide one of the top 100 integrated healthcare networks in the nation for the residents of Northeast Wisconsin.

The Problem

Affinity has a brand promise of “Personalized Care” within the organization. That promise extends beyond the patient visit and into every aspect of Affinity’s relationship with its patients. Affinity found it difficult to deliver Personalized Care when patients called with statement questions and business office employees could not access that same statement. As a result, patient questions frequently had to be researched and resolved through a return phone call to the patient.