As the coronavirus forced Aspen Dental Management to shutter its offices in March, the company quickly moved to connect patients with doctors virtually.
But a problem cropped up: Many patients didn’t care for Aspen’s self-service telemedicine portal. “For the most part, they abandoned it, so we said this is not going to work,” says Yogish Suvarna, CIO of Aspen, which provides business services for more than 820 offices.
The solution? Aspen quickly added call center representatives to broker virtual care sessions between patients and doctors. Problem solved.
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