What's included
Flexible services
Flexible services to address specific needs
We offer single-department support for processes that are difficult for call centers to manage, real-time scheduling for multiple departments and practice scheduling, as well as comprehensive support that includes all call volume and scheduling for specified departments and practices.
Patient advocacy
Provide patients with a skilled advocate, navigator and service liaison
- Rigorous quality standards and in-depth training support patient acquisition and retention.
- Monday through Friday services and after-hours medical answering services relay messages or contact on-call providers in emergencies.
- Multi-lingual staff enables access to more than 200 languages.
- The service consistently receives positive feedback on the compassion, empathy and sense of urgency displayed by our team.
Integrated support
Boost patient acquisition and retention with integrated support
Improve business performance through a current-state assessment and ongoing analytics on referrals, physician utilization and patient access optimization.
Our customizable solutions with options including nurse messages and triage, prescription refills and pre-admission and post-discharge communications can assist with gaps in care.
Key benefits
We provide department-specific assistance.
Swifter response time and increased call-routing accuracy
Faster, more accurate resolutions help drive customer satisfaction.
Assess, triage and connect patients with the right provider at the right time
Deliver an optimal patient experience that helps reduce rescheduling, patient complaints and no-shows.
Real-time eligibility verification and preauthorization
Drive increased collections, reduce denials and improve operational efficiency through optimized financial clearance.
Track activity in real time
Direct access to real-time activity and consistent reporting helps continually assess call center performance.
Industry insights
White paper
Discover how a digital patient engagement strategy can provide easier access, reduce cancellations, and enhance front-end collections.
Case study
See how a hospital streamlined scheduling for about 700 providers and strengthened customer service for over 65,000 patient calls monthly.
This webinar shares best practices for optimizing patient access with automation and consumer-centric technology strategies.
Guide
Advisory Board experts describe types of nonclinical partners and vendors, their benefits and their use cases.
Complementary solutions
Service
Eligibility and Enrollment Services
This customizable solution for providers can help find coverage for self-pay patients.
Service
Connected Authorization Services
Improve medical authorization management by leveraging expert staffing, intelligent automation and broad connectivity.
Solution suite
Patient Help Line
Optum experts address patients’ immediate symptom concerns and clinical questions, day or night, 365 days a year.