Situation

ATI operates physical therapy clinics nation-wide, with a reputation for genuine patient advocacy. But rapid growth caused their contact center to experience long wait times and complaints about service.

Action

The DiJulius Group collaborated with ATI to:

1. Map the Patient Experience Cycle, eliminate service defects, and create positive experiential moments
2. Create “Never & Always” service standards to drive speed and consistency in the patient experience
3. Hold daily inter-departmental huddles to improve leadership and patient advocacy soft-skills
4. Create a day in the life of a customer, service vision, and pillars.

Results

• ATI named “Best Physical Therapy Practice in the Nation” by ADVANCE Rehab magazine
• Average call wait-time fell from more than 3 minutes to 0.12s
• Dramatically reduced other call-center complaints