Human-Centered Redesign Improves Patient Experience by 68%

To address rising dissatisfaction among patients and providers, West Monroe began by evaluating the client’s most critical contact center workflows. Through discovery sessions, cross-functional interviews, and deep data analysis, we identified key breakdowns causing delays and rework. We co-created future-state workflows, validated them with stakeholders, and built alignment across teams. Each redesigned workflow was purpose-built to eliminate unnecessary steps, improve data accuracy, and resolve issues faster. This collaborative approach laid the foundation for measurable operational improvements and stronger patient-provider interactions.

Working closely over two years, West Monroe and the client took a strategic, phased approach to transformation. We combined healthcare operations expertise with a human-centered methodology to design workflows that empowered clinicians and improved patient engagement. By prioritizing stakeholder feedback and operational data, we ensured the solutions reflected real-world needs. Our cross-functional teams mapped current-state processes, designed future-state improvements, and created an actionable roadmap. This co-created plan drove alignment, unlocked near-term wins, and positioned the client for long-term success.

The results spoke volumes: First-Call Resolution rose by 68%, enabling faster and more effective patient interactions. A 33% reduction in clinic-generated tasks gave clinicians more time to focus on care. Governance and reporting brought transparency across costs and performance. Equally important, the contract design enabled the program to scale, add inbound and lead-generation capabilities. This helped reduce risk, protect value, and accelerate value for our client.