CHCG Case Study
Transforming Patient Access for a Large Pediatric Health System
A large pediatric health system partnered with CH Consulting Group to stabilize its Patient Access Center, strengthen operational performance, and improve scheduling accuracy across all service lines.
20%
Improved service levels for key queues through skill-based routing
50%
Faster average speed of answer in the pilot phase
6.6%
Increase in schedule adherence during the pilot rollout
CASE STUDY DETAILS
Project Summary:
The pediatric health system faced increasing challenges in its Patient Access Center as remote operations, growing volume, and inconsistent processes strained scheduling performance. CH Consulting Group was engaged to assess the current state and help rebuild the operational foundation needed to deliver reliable access, stronger workflows, and a better experience for patients and clinic partners.
CASE STUDY DETAILS
Project Challenges:
- Underutilized or misconfigured technology tools such as Calabrio WFM and QA
- Leadership gaps and inconsistent performance management
- Manual patient outreach processes creating delays
- No structured onboarding, readiness testing, or coaching discipline
- Inaccurate or incomplete data, limiting visibility into agent activity and service delivery
- Referral backlogs, rising wait times, and inconsistent scheduling practices
- Strained relationships with clinics due to missed service expectations
PLAN OF ACTION
Project Solution:
CH Consulting Group rebuilt the Patient Access Center’s operational foundation by optimizing core tools, standardizing workflows, and restoring data-driven leadership practices.
THE OUTCOME
1. Project Results
Operational Improvements
The Patient Access Center regained structure and consistency after CH Consulting Group optimized tools, workflows, and daily management practices. These changes strengthened accountability and created a more predictable operating rhythm.
- Automated WFM forecasting for accurate scheduling
- Launched AI-driven QA with full screen capture
- Implemented skill-based routing with updated AUX codes
THE OUTCOME
2. Project Results
Performance Gains
Foundational improvements translated into measurable gains across key metrics, restoring confidence in scheduling operations and improving patient access performance across priority queues.
- Service level improved from 68 percent to 75.1 percent
- Speed of answer improved by 50 percent
- Schedule adherence increased from 81.8 percent to 88.4 percent