The OCS Team Seamlessly Migrated into the Scheduling Department
As a manager of a scheduling department, desperate for staff to answer calls from patients, OCS was a lifesaver. I worked with them for over two years with staffing for a scheduling department and recalls. Overall, in all interactions, the OCS team made it clear client service was their top priority, and staff development was a close second. In my time working with them, I noticed they displayed a keen eye for talent and had room for growth for people who displayed leadership both within my organization (as a lead scheduler) or were promoted to internal roles.
My biggest compliment is I appreciated the initial training OCS provided that reduced the amount of time I need to get agents active on phone lines or working on recalls. Having a clear system of data collection in the beginning allowed for the majority of training to be hands-off and if there were changes, I could communicate to the current team directly and to their manager to ensure the training team was able to adjust the materials as needed. Anytime I ran into a challenge, it was very easy to get the managers in a virtual meeting to discuss it quickly. (It's worth noting a lot of this was related to constantly changing hospital testing protocols). We set up a Slack channel and the OCS team seamlessly migrated into the scheduling department. We were able to communicate in real time and get to build the team culture needed to be successful, complete with inside jokes. There was no distinction between who was hired by my practice and who was with OCS, they all worked together as a team. I was touched that the entire OCS team created a card to be sent for my baby shower hosted by the scheduling department and checked in on me during my maternity leave. The recall schedulers used the same system to be able to reach out in real-time with questions or patient concerns and were able to catch up on months of recalls, I did not have the staff to dedicate to so it was a huge relief to know that it was being handled. OCS provides a dashboard that is very user-friendly that provides real-time data when needed on the status of what is happening and where all activity is happening. I also had a monthly meeting with OCS recall manager who would provide updates as a whole and we could troubleshoot obstacles in real time.
I cannot recommend OCS enough. Even if I didn't think they had the support I was needing, they would provide resources on how to solve it. I felt they were someone as invested as I was in finding solutions to improve patient experiences.
