Customer

Hospice On Call (www.hospiceoncall.com) utilizes a team of remote LPNs and RNs to provide after hours phone assistance and triage services to hospice patients and their families.

In order to provide their client hospice organizations with appropriate health record documentation and accurate case management escalations, this remote staff spent excessive time documenting each call (often after the fact at the end of their shift). Moreover, it was often difficult to accurately categorize the issue being experienced by the patient or family member, thus making the reporting function more difficult as well.

Several features of the SpiceCSM platform greatly increased the quality and ease of information management for Hospice On Call agents. Guided process workflow recording along with auto journal entry allows the system to record information as the support process is followed by an agent, and then create a case with appropriate journal notes as a result. Auto issue categorization can then place each customer contact into a pre-defined issue type, allowing case/ticket reporting that is always up-to-date and accurate.

Additionally, a custom web portal utilizing our Guided Self Service functionality now provides their clients with timely and accurate information at the click of the mouse, without the need to even speak to an employee. Reducing the number of incoming contacts that need to be handled by a live person, your organization can greatly reduce support costs.