The Innovation Behind Our HCCT Contact Center of the Year Award
At SDMI, our call center team is a vital connection point for thousands of patients each day. Whether scheduling an exam, confirming appointments, addressing insurance questions, or preparing for a procedure, our team guides patients with care and professionalism.
As patient demand continued to grow, we recognized an opportunity to enhance the experience while preserving what matters most: the human connection.
To better serve our patients, SDMI launched a GenesysCloud voicebot to handle routine requests, including appointment confirmations, exam instructions, insurance questions, and rescheduling. The goal was not to replace staff, but to streamline simple inquiries and let our team focus on calls needing empathy, critical thinking, and personal support.
The impact was immediate and meaningful.
Patients had shorter waits and easier access to information. Fewer abandoned calls and faster responses freed our team to help with complex needs. These results improved service delivery and maintained SDMI’s high care standards.
Most importantly, this innovation helped us stay focused on our mission.
At SDMI, patient care is our highest priority. Every process we improve, and every technology we adopt, is evaluated for its benefit to those we serve. Implementing the Genesys Cloud™ platform voicebot was not simply a technology upgrade, but an investment in better patient access, stronger communication, and a more supportive healthcare experience.
This commitment to innovation and our dedicated call center team earned us the HCCT Excellence Award for Contact Center of the Year. We are honored by the recognition and, even more, by what it represents: a team that continually finds new ways to enhance the patient experience with compassion, service, and care.
Congratulations to this incredible team of SDMI Caregivers. Learn more at here.
