Virtual Radiologic

Industry: Healthcare
Products used: Live Chat
Website: www.vrad.com

Download PDF

Business challenge:

With constant rise in demand for Teleradiology services, vRad felt the need to offer an additional customer support channel that would further improve operational efficiencies and provide customers with more flexibility in terms of communication channel.

Solution:

vRad decided to implement Moxie Live Chat as it offers comprehensive features with enhanced security. Customers initiate chat from their client portal to connect with vRad’s Operations Center representative, without having to call them. This also eliminates the need for customers to repeat information.

Results:

  • 3400 chats per month
  • Better patient care
  • 10% call deflection
  • Higher productivity and efficiency

 

A leader in teleradiology and technology solutions, Virtual Radiologic (vRad) has approximately 400 radiologists, serving 2,000+ facilities and reading 7 million studies annually.

[Moxie Live Chat] has helped improve patient care in our client facilities by providing great flexibility to our customers. And, internally, the solution has helped us increase operational efficiency and representatives’ productivity.”- Andrew Grabiel, Operations Support Supervisor

The business challenge

Teleradiology is known to be one of the most mature areas of Telehealth that offers radiology interpretative services. A leader in teleradiology and technology solutions, Virtual Radiologic (vRad) has approximately 400 radiologists, serving 2,000+ facilities, and reading 7 million studies annually.

Being a part of the healthcare industry, vRad routinely faces very urgent situations that impact care provided to patients in emergency rooms across the country. “We frequently field inbound contacts from hospitals looking for immediate results for these critically ill patients–– when speed and accuracy is of the utmost importance,” says Andrew Grabiel Operations Support Supervisor, Virtual Radiologic. While many of vRad’s competitors take days and weeks to provide diagnosis, vRad’s team instantly connects with their qualified Radiologists, located all across the nation, and offers diagnosis within a couple of hours. “Most of our business is
for emergency patients and our average turnaround time for such diagnosis is 20 minutes,” notes Grabiel.

vRad was already providing great customer support via the phone. However, with constant rise in demand for Teleradiology services, vRad felt the need to offer an additional customer support channel that would further improve operational efficiencies and provide customers with more flexibility. Especially when attending to customers on the phone, vRad’s representatives would get caught up with a single customer and were unable to multitask. Additionally, customers, who filled out forms on vRad’s web site for placing an order, ended up repeating all the information that they had just entered, over the phone, while tracking that request.

Selecting Moxie Live Chat

Security and positively impacting patient care were vRad’s top priorities while evaluating different chat solution providers. “We needed a solution that assured patient confidentiality, allowing us to share patient data via the internet without any security risks. We also wanted an additional channel that our customers would feel comfortable using,” states Grabiel.

vRad decided to implement Moxie Live Chat for its comprehensive features and enhanced security. Live Chat is certified by the highest security standards including Veracode and its coding practices comply with OWASP standards.

Utilizing [Moxie Live Chat] furthers our goal of providing the highest possible level of care to all patients. It enables us to interact with our client hospitals more quickly, accurately, and efficiently. Whenever we can improve speed, accuracy, and efficiency with our hospital clients, we help our radiologists provide accurate reports back to those hospitals more quickly, giving the doctors at these hospitals the information they require to provide the best level of care to their patients.” – Andrew Grabiel Operations Support Supervisor, Virtual Radiologic

Using Live Chat

vRad uses Live Chat to connect with its customers, who typically are radiologists from physician practices and hospitals. These customers initiate chat from their client portal, used internally to store information in the vRad’s medical database. Chat allows these doctors to connect with vRad’s Operations Center (OC) representatives, without having to call them. It also eliminates the need for customers to repeat any information that they might have already provided while filling out the web forms.

vRad’s customers place orders, verify patient demographics, and perform other similar activities via Chat. According to Grabiel, two key features in Moxie Live Chat –– the Intelligent Routing, which helped create different workflows for different customers, and Frequently Used Sayings –– help improve their efficiency and the representatives’ productivity.

He further says that chat improves the customer experience by providing them with multiple channels to choose from. With chat, vRad’s customers can read the answers when they need it. This channel also allows both, the representatives as well as the customers, to multitask.

Results

“Utilizing [Moxie Live Chat] furthers our goal of providing the highest possible level of care to all patients. It enables us to interact with our client hospitals more quickly, accurately, and efficiently,” shares Andrew Grabiel Operations Support Supervisor, Virtual Radiologic.

Grabiel notes that whenever they can improve speed, accuracy, and efficiency with their hospital clients, they help their radiologists provide accurate reports back to those hospitals more quickly. This in turn gives the doctors at these hospitals the information they require to provide the best level of care to their patients.

vRad has over 60 OC representatives, who handle inbound and outbound requests via multiple channels: phone, email, and chat. While a majority of the inbound contacts that vRad receives are still via phone, the company receives 10% of the contacts, equating to approximately 3400 chats per month, via Chat.

Up Next

Find out how Nationwide uses live chat