Kaweah Health System

The challenge

Kaweah Health System is an eight-campus healthcare district with a caring staff that serves patients both on-location and remotely. With a varied work environment and busy schedules, Kaweah Health found it challenging to carve out the time and resources to monitor staff performance and improve patient collaboration and communication.

Remote agents, split schedules, multiple campuses — and still a need to deliver the kind of patient experience that healthcare demands. The old phone system couldn't keep up.

The solution

SingleComm's all-in-one platform replaced the fragmented stack with a single system built for healthcare operations:

• A customized, robust IVR that routed patients to the right staff on the first try
• A call monitoring dashboard that gave supervisors real-time visibility into every interaction — on-site or remote
• Omnichannel platform capabilities that unified voice, messaging, and patient follow-ups

Supervisors could coach remote staff the same way they coached in-person staff. Patients got the right person the first time.

The results

• 10x reduced hold time — patients reach the right staff member faster than any prior system could route them
• 80% reduced abandonment rate — fewer patients give up waiting, which translates directly to better clinical outcomes and collections
• Eliminated wasted time on phones and delivered a more positive patient experience across every campus

For a healthcare district, those aren't just call-center metrics — they're how the community experiences care.