Why Choose Athena East?
At Athena East, we redefine healthcare outsourcing by prioritizing trust and efficiency. Our commitment to excellence ensures that your practice receives the highest quality support tailored to your unique needs.
Proven Success in Healthcare Outsourcing
At Athena East, we deliver exceptional results at the intersection of care and operations. Our hands-on partnerships, experienced teams, and healthcare-specific expertise help you strengthen outcomes and improve your practice’s performance.
First Call Resolution
How often are issues resolved on the first contact? High FCR means faster service, fewer follow-ups, and happier customers.
Average Handle Time
Tracks how long each interaction takes from start to finish. The goal? Resolve issues efficiently without rushing the conversation.
Service Level & Response Time
Measures how quickly calls are answered—typically aiming for 80% of calls answered within 20 seconds. A fast response shows you're available when it counts.
Abandonment Rate
Shows how many callers hang up before reaching an agent. A low rate indicates proper staffing and minimal hold times.
Customer Satisfaction
Gathers real-time feedback from callers through short surveys. High CSAT means your customers feel heard, helped, and happy.
Net Promoter Score
Asks one key question: *“Would you recommend us?”* A high NPS is a strong signal of loyalty and trust—especially in healthcare support.
Quality Assurance
QA monitors how well agents follow protocols, maintain professionalism, and ensure compliance—especially important in HIPAA-regulated environments.
Agent Utilization Rate
Reflects how much time agents spend on productive work (vs. idle time). High but balanced utilization helps boost performance without burning out your team.
Call Volume & Forecast Accuracy
Tracks call trends and how well staffing matches demand. Accurate forecasting avoids long hold times and understaffed shifts.
Escalation Rate
Shows how often calls need to be passed to supervisors. Fewer escalations mean your frontline agents are well-trained and empowered.
Why Choose Athena East for Your Needs
At Athena East, we prioritize your healthcare operations with tailored solutions. Our commitment to excellence ensures that you receive the best support possible.
Expert Team
Our experienced professionals deliver reliable, efficient back-office support tailored to your practice.
Proven Results
We have a track record of enhancing operational efficiency and client satisfaction.
We are a Trusted Healthcare Outsourcing Partner
Our Commitment to Quality Compliance in Healthcare Services
Proven Track Record with a Growing Client Base
Hear from Our Clients: Testimonials That Speak Volumes
“Athena East has transformed our practice’s efficiency. Their support is unparalleled, allowing us to focus on patient care.”
“We were growing so quickly, we needed a partner that could scale quickly while maintaining strict quality standards. We hadn’t ever used an offshore team before, and Athena East’s attention to process and reporting helped us triple our team’s capacity in 6 months.”
Athena East is Your Healthcare Partner
Outsourced Call Center Solutions Tailored for Physicians
Outsourced Call Center Solutions for Durable Medical Equipment Companies
Why Choose Athena East for Your Needs?
At Athena East, we understand the unique challenges faced by healthcare providers. Our tailored solutions are designed to enhance efficiency and ensure compliance, allowing you to focus on patient care.
