How a New York medical practice cut abandoned calls from 30% to under 1%

The challenge

The practice's call center had high staff turnover, which kept disrupting patient communication and service quality.

Long hold times frustrated patients, and slow new-patient enrollment held back revenue.

What Triple did

Rapid deployment. Triple recruited, onboarded and deployed six patient communication specialists within two months.

Onshore training. An onshore call center manager trained the team on call handling, patient engagement and the practice's own processes.

A team that trains itself. After six months, one specialist was promoted to trainer, so new joiners learn from experienced staff and quality stays consistent.

The results

• Hold times fell from 30–45 minutes to about 3, and abandoned calls from 30% to under 1%.
• The team now handles about 1,200 calls a day, up from 200.
• The partnership grew into chronic care coordination, medical billing, scribing, RCM analysis and prior authorization, as the practice grew from 3 to 7 locations.