The problem
Reception staff at each centre juggled in-person service with the telephone, and the telephone always lost. Unanswered calls translated directly into appointments not booked, in a business where an empty slot is never recovered.
A billing problem compounded it: a share of visits arrived without coverage verified, creating friction with the patient at the desk and later rejections from the insurer.
What we did
Corpshore centralised telephone calendar management for all nine centres into an onshore team, freeing reception staff for in-person service.
The team verifies the patient's coverage with the insurer before confirming the appointment, so the awkward conversation about what the policy covers happens by phone and with time, rather than at the desk with a full waiting room.
Given the nature of the data, the service is delivered exclusively from Spain, with role-restricted access and no clinical information leaving the European Economic Area.
Team shape
Ten onshore agents working hybrid, trained specifically in clinical terminology and the policy terms of the main health insurers.
Timeline
A 30-day pilot with two centres, phased onboarding of the rest, and full operation across all nine in month four.
Data handling and compliance
Health data is special category under GDPR, so delivery is exclusively onshore in Spain, with role-based access control, minimisation of the information visible to the agent, and auditable access logging. No international transfers.
Results
- 96 %
- Calls answered
- +19 %
- Appointments booked per month
- -57 %
- Insurer rejections on coverage
- -14 %
- Appointment no-shows
Against 71 % when handled by the reception desk itself.
A direct effect of no longer losing inbound calls.
After verifying coverage before confirming the appointment.
With reminders and prior confirmation.
Figures relate to the period stated in each case and depend on each client's starting point.
A reception desk cannot serve the person in front of it and the telephone at the same time. We were losing appointments simply by not picking up.