Highlights
95%
protocol adherence
14%
increase in sentiment scores
The search focused on five key criteria:
- 100% quality monitoring across all calls, not just a sample
- Comprehensive training for staff that included communication skills and patient interaction best practices
- Complete call transcripts for review, coaching, and compliance
- Consistent scripting to ensure every patient received the same high-quality information
- Lower costs and less manual effort with a scalable solution that reduced the burden of traditional compliance audits
They selected Verbal’s AI-powered quality assurance (QA) and ambient listening platform to bridge the gap between protocols and practice. Using Verbal, the organization moved from manually auditing a small sample of calls to comprehensive coverage, unlocking 100% visibility into interactions at its call center.
This transition, supported by Verbal’s customized quality scoring tailored to the organization’s unique best practices, fueled a 14% increase in Caller Sentiment Score and 95% protocol adherence across nearly 5,000 monthly patient interactions.
Empowering excellence in every interaction
Verbal offered the call center’s patient navigator team real-time, first-call guidance and feedback focused on high-impact interactions. Key focus areas included:
- Dynamic call guidance: Step-by-step support that helped team members navigate conversations with confidence and consistency.
- Real-time performance insights: Immediate feedback on script adherence, sentiment, and overall patient engagement, allowing staff to improve in the moment.
- Comprehensive analytics: Data-driven insights for leaders that inform coaching, training, and continuous improvement.
This approach ensured team members were always clear about protocols and consistently delivering high-quality patient care.
Sustaining quality at scale
The commitment to quality is reflected in the performance data. Since implementing Verbal, the organization has maintained exceptional adherence to its own high standards for patient experience.
The data reveals:
- Sustained high performance: Adherence scores saw marked improvement immediately and were consistently above 95% due to script adherence.
- Rapid improvement: Throughout operational fluctuations, the team consistently outperformed the industry standard and rapidly returned to an excellent score.
- Complete visibility: With 100% of the nearly 5,000 monthly interactions evaluated, managers had a complete picture of performance and could see both the big picture of patient experience and individual calls.
- Improved Sentiment Scores: Ranked in the top tier for sentiment score with a 14% increase (from 0.67 to 0.77)
As one team member put it: “When you equip employees with excellent tools, they deliver excellent results.”
Clinical services provider staff
Empowering employees while enhancing care
A key differentiator in this organization’s approach was its dual focus on employee and patient experience. By implementing Verbal, the organization cultivated an environment where team members could feel supported and equipped for success.
Leadership noted Verbal offered staff proactive support, with clear performance expectations, real-time guidance during patient interactions, immediate, constructive feedback for continuous improvement and reduced anxiety about “doing it right.”
This positive employee experience translates directly to a better patient experience. Patients interact with confident, well-prepared team members, resulting in smoother transitions and a feeling of being well-cared-for.
As one Manager of Patient Coordination Operations notes, “The templated scripts and questions allowed the non-clinical staff the rigor they needed to be more efficient with their calls, feel more confident in their job and have better patient outcomes. They love the new tool.”
Manager of Patient Coordination Operations
Enhancing operations through strategic innovation
Along with improved patient and employee experience, Verbal has helped improve clinical operations overall.
The Verbal platform offers comprehensive QA coverage without administrative burden. With 100% of interactions automatically monitored and evaluated, supervisors are freed from manual review, allowing them to focus on high-value activities such as coaching and strategic initiatives.
The technology also supports efficient scaling, ensuring consistent training for new team members as the call center grows. It’s also eliminated the need for multiple full-time QA positions, allowing the team to reinvest resources directly into patient care and service innovation.
95%
protocol adherence
14%
increase in sentiment scores
