3 Steps to Optimize Your Front Desk by Leveraging the Tracking Line Summary

Many healthcare practices are currently operating with reduced front desk staff, yet have recently experienced an increase in call volume due to additional coordination needed for patient appointments. Clarifying new safety measures, rescheduling appointments, and coordinating patient arrivals have all contributed to a spike in patient calls. Because of this, it's important to keep a watchful eye on call trends in order to staff your team appropriately to ensure every patient caller is helped.

To get an understanding of your current call volume and trends in Call Box:

  1. Go to the Tracking Line Summary pod in your Call Box account.

  2. Select your date range and hit GO. We typically recommend viewing at least a full week of data at a time for more complete insight and averages.

  3. You'll be presented with a graphic that contains Key Metrics from your selected date range. As you decipher this data, you'll want to focus on particular hours of the day and days of the week that are experiencing spikes in GREEN. This indicates a problem in patients not connecting to someone who can help. In the example graph below, you'll see a few spikes throughout the day in unconnected calls. Most notably, you'll see more than 20 patients were unable to connect during the 12pm hour over the past week. For this particular practice, this might indicate that the office is short-staffed during lunchtime. It may make sense to stagger lunch hours or roll phones over to backup staff or a call center when light on front desk team members.

Need additional help understanding the Tracking Line Summary or optimizing your Call Box account? Email content@callbox.com or call 214-446-7867 to schedule a conversation with a Call Box specialist.