Artera enables enterprise health system to improve patient survey click-through and engagement rates. A customer service conundrum Mountain View Medical Center, a family practice with two locations in Oregon, had more phone calls than they could handle. Their patients were spending an average of nearly nine minutes on hold. “It was the biggest frustration we heard from our patients,” said Tina Kelley, the Practice Relations Manager, “The first thing they would say is ‘I’ve been on hold for an amount of time.’” Long hold times were undercutting one of their best attributes: Mountain View Medical Center’s staff and doctors prided themselves on being convenient for patients, staying open during lunch and until 6:30 in the evening. The practice also had other issues. Five percent of

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