How a Home Health Company Built a High-Volume Call Center in Just Weeks

The Challenge

BURD was about to receive an avalanche of inquiries, practically overnight. Their biggest problem? They didn’t have a call center to manage that kind of volume. That meant busy signals, overflowing inboxes, and no way to centrally manage potential patients.

To make matters worse, their agents weren’t prepared. Without a process in place, they’d need extensive training to make sure their messaging was on point, and they were gathering the right information from patients. Tracking patient information in a HIPAA-compliant way and ensuring prompt follow-ups? It meant a massive opportunity could slip through their fingers.

Communication channels lacked transparency because call routing, case handling, and agents weren’t centrally managed. Additionally, they lacked effective tools to track key performance metrics like call duration and response times, making it difficult to optimize staffing and make data-driven decisions.

BURD Home Health needed a call center that could be set up quickly to handle the initial surge. However, it also needed to scale with future growth. That’s where Penrod stepped in to help.

The Solution

Penrod jumped in to help BURD Home Health build the call center they urgently needed. The solution? Integrating Amazon Connect with Salesforce Service Cloud Voice to create a cloud-based call center.

When a prospect calls in, the system instantly looks up caller details based on the phone number. Agents had the info they needed right away without scrolling or searching. And if the caller was new? The system automatically created records with less manual data entry, ensuring no potential member slipped through the cracks.

Agents were guided by a clear, uniform script right on their screen. They knew exactly what to ask, like date of birth for verification, and could confidently handle calls without missing a beat.

The system also included advanced call routing to ensure every call landed in the right department, automatic call recording and transcription for a full record of interactions, and a voicemail queue to guarantee no caller slipped through the cracks.

Our approach? Roll up our sleeves and deliver a quick, no-nonsense implementation to get BURD Home Health up and running fast. In just three weeks, we launched a platform that handled the immediate call volume, while leaving room to scale. The result? BURD Home Health gained a powerful, scalable call center that gave them an immediate competitive edge.

The Results

The partnership with Penrod brought immediate results. The most significant win was the ability to handle the massive influx of calls they were expecting. Before, they had no way to support such a volume; now, they had a fully functional call center in just weeks.

• Faster Agent Onboarding
  On-screen scripts ensure a consistent caller experience from day one.
• Call Logging
  With transcription and manual data entry off their plates, agents could focus on the conversation
• Automated Verification
  Automatic lookup based on phone numbers meant faster identification and verification of potential patients.
• Reduced Lost Opportunities
  The voicemail queue ensured that even during peak times, no potential patient inquiry was missed.
• Competitive Edge
  The rapid deployment gave BURD Home Health the edge over other home health companies in the area.

Rapid Deployment, Scalable Future

Is your home health company facing similar challenges with scaling operations, managing call volumes, or ensuring a consistent patient experience? Don't let opportunities slip away due to outdated processes or a lack of integrated technology. Penrod specializes in implementing Salesforce solutions that transform healthcare operations, just like we did for BURD Home Health. Reach out today to start a conversation about how we can help you achieve your goals and get ahead of the curve.