Transforming Patient Communication: Multnomah's Edge Success

In the bustling city of Portland, Oregon, Multnomah Orthopedic Clinic is known for its exceptional orthopedic care, ranging from sports injury management to minimally invasive joint replacements. However, even with their stellar reputation, the clinic faced a pressing challenge: managing the overwhelming volume of patient calls. The majority of these calls came from their elderly patient base—patients who preferred phone communication over digital methods.

The Challenge

With over 65% of their patient base aged 65 and older, Multnomah Orthopedic Clinic experienced persistent strain on its in-office staff, who struggled to handle the high call volumes efficiently. This led to:

• Increased wait times for patients.
• Limited availability for in-office tasks.
• A potential decline in overall patient satisfaction.

Recognizing the need for an innovative solution to maintain their high standards of care, Multnomah Orthopedic Clinic turned to Edge.

The Solution: Remote Talent with Edge

Edge introduced a transformative solution by providing the clinic with two pre-trained, full-time remote staff members. These professionals seamlessly integrated into the clinic’s operations and were trained to handle various responsibilities, including:

• Answering patient inquiries.
• Scheduling appointments.
• Conducting insurance verifications.

What set Edge apart was its ability to quickly align its staff with the clinic’s Electronic Health Records (EHR) system, policies, and procedures. This ensured a smooth transition and immediate positive impact.

The Results

The partnership between Multnomah Orthopedic Clinic and Edge delivered measurable benefits:

• Enhanced Call Management: Edge employees managed 70% of the clinic’s call flow, drastically reducing the burden on in-office staff.
• Improved Efficiency: The average resolution time for regular calls was less than one minute, while new patient registration calls were completed within 3–5 minutes.
• Positive Patient Feedback: Between 15–25 patients provided direct feedback on the improved telecommunication service in just one month.
• Time Reallocation for On-Site Staff: On-site staff gained an additional 2–4 hours daily, enabling them to focus on critical in-person tasks.

A Practice Administrator’s Perspective

Craig Alpard, Practice Administrator at Multnomah Orthopedic Clinic, highlighted the value of Edge’s contribution:

“Our Edge employees bring their expertise to refine processes, and their dedication to learning and pleasing patients has improved our service levels. Hiring remote resources was a new experience for us, but Edge made the process easy and successful. I highly recommend their services.”

Why Edge?

Edge is a global leader in staffing solutions, providing scalable, affordable, and adaptable workforce management services. By connecting businesses to exceptional talent worldwide, Edge helps organizations overcome operational challenges and enhance efficiency.

With a presence across North America, Latin America, and Asia-Pacific, Edge is making global hiring easier than ever, enabling businesses to focus on what matters most: delivering outstanding results.

Conclusion

Multnomah Orthopedic Clinic’s success story exemplifies how innovative solutions can redefine patient care. By partnering with Edge, the clinic not only overcame operational hurdles but also set a new standard for patient communication and satisfaction.

Are you ready to transform your operations like Multnomah Orthopedic Clinic? Visit backend.onedge.co to explore how Edge can support your organization’s unique needs.