Building a responsive call center and patient engagement team for a leading eye care provider

Overview

A leading ophthalmology practice in the Greater New York City area partnered with Connext to address high call abandonment rates, overwhelmed internal teams, and the need for scalable patient engagement. By building a responsive offshore call center team, Connext helped the provider streamline appointment scheduling, improve patient communication, and increase satisfaction—all while reducing operational costs.

Key Highlights

• Reduced Call Abandonment & Improved Access: Connext’s dedicated call center team streamlined patient intake and appointment scheduling, ensuring faster response times and fewer missed opportunities.
• Scalable Team Growth: The team grew from 8 to 11 agents, including two internal promotions, providing flexibility to match rising patient demand.
• Enhanced Patient Experience: With more efficient call handling and empathetic service, patient satisfaction improved—leading to more successful appointment scheduling and increased visits.