A Struggling Support System With a rating of 2.6 stars on Google, Columbia Pain and Spine Institute was anxious to improve their patient satisfaction scores. The pain-management provider in Gresham, Oregon, struggled to keep up with a heavy call volume. Frequently, medical assistants were too busy to pick up the phone, and messages weren’t being returned promptly—or in some cases, they weren’t returned at all. “Patients were complaining relentlessly about not being able to reach anyone,” recalled Dr. Oleg Maksimov, Practice President, “We weren’t available for patient needs.” One of their patients, Erin said that “it could take half, if not all of my work break to get through, get my appointments scheduled or check the appointment time.” In addition, following up with patients af

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