Westside Family Healthcare’s on-site staff were managing heavy inbound call volume while also supporting patients in person. As call volume increased, site-based teams were pulled away from the people standing in front of them. The organization needed a more reliable way to manage access, reduce abandoned calls, improve hold times and protect the in-person care experience.

VitalCX took on call management with a dedicated team across switchboard, scheduling and a provider critical-results line. The team used consistent monitoring and targeted process improvement to tune routing, staffing and workflows. The goal was simple: help more patients get through, keep wait times low and reduce call overflow for on-site teams. By shifting call volume away from front-desk staff, VitalCX helped Westside protect the patient experience both on the phone and in person.

Westside answered 197,901 calls year-to-date in 2025 while keeping abandonment to 3.30%. The organization also achieved a 40-second average wait time and a 79.82% call-to-appointment conversion rate. Just as importantly, on-site teams regained time to focus on the patients in front of them.