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CCH’s Patient Access Center calls top 44K since launch

GILLETTE, Wyo. — Campbell County Medical Group’s newly launched Patient Access Center handled nearly 45,000 calls during its first four months, Campbell County Health said Friday. 

From the date of its launch on Feb. 1 through June, the center — or PAC— handled 44,837 calls, or roughly 300 calls per day, with less than 1% of those calls resulting in residents needing to leave voicemails, CCH said Aug. 11. 

On average, the PAC boasted a call answer time of under two minutes, a rapid response time reportedly showcasing the commitment of the call center staff to promptly address patient inquiries which leads to heightened satisfaction and overall positive experience, per CCH. 

“Our primary goal with the [PAC] was to create a seamless and patient-centric approach to healthcare access,” CCMG Director Lonnie Schell said in the release. “We are thrilled to witness the positive response from our community, and we hope to continue building upon our initial success.”

Moving forward, the PAC intends to reduce the rate of call abandonment while providing excellent customer service to CCMG patients. It also aims to extend its services to encompass other ambulatory-based clinical services, a goal intended to ensure the benefits of streamlined access and improved patient care reaches a broader range of healthcare seekers, per CCH. 

“Our commitment to excellence is unwavering, and we will continue to grow and innovate to better serve our community,” Call Center Coordinator Samantha Peak said in the release.