CASE STUDY OB GYN Practice T ransforms High-Volume Call Handling Into Strategy for Highly Effective Patient Engagement The Challenge: Mid-City OB GYN was facing an average inbound call volume of over 200 per day, with peak volume on busy days cresting at 300. The practice realized it did not have the technology or staffing level to adequately handle such volume, especially within the demands of this specialty. “With OB GYN, there are many patients that may need to be seen quickly, but our schedules are booked up well in advance,” said Heather Collins, Front Office Coordinator for Mid-City OB GYN. “A sophisticated level of coordination is needed to meet the needs of patients that require immediate care, not to mention patients that are simply trying to schedule a check-up.

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