From Intention to Completed Action
Every solution we offer is powered by our Motivational Patient Guidance framework — nine behavioral techniques that transform patient interactions from routine touch points into measurable next steps. Not engagement. Activation.
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Uncover What's Really in the Way
Our Activation Agents use the Stressor Inventory process to surface non-clinical blockers — transportation, finances, fear, confusion — and mobilize solutions before patients even ask. Removing barriers is where activation actually happens.
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The Right Nudge at the Right Moment
Our Enterprise GPS platform continuously monitors each patient journey, builds motivational profiles, and selects the next best action in real time — escalating to human Activation Agents when empathy matters more than efficiency.
Power of "Why" →
Intelligence Layered Into Every Interaction
AI doesn't replace our clinical and activation expertise — it amplifies it. From predictive risk scoring to real-time sentiment analysis and automated follow-up triggers, our AI layer ensures no patient slips through the cracks.
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Healthcare today has moved beyond being purely transactional and now value-based care is the focus. Value-based performance centers around patient experience , efficient processes, and good customer service. These in turn lead to higher patient retention and revenue. One of the cornerstones of value-based healthcare is an efficient medical call center.
Additionally, the Centers for Medicare & Medicaid Services (CMS) requires annual hospital submissions from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This data is used in classifying the payment level of healthcare providers within the Inpatient Prospective Payment System (IPPS). This financial incentive from the federal government hinges on service measures such as staff responsiveness.
With a growing practice, maintaining stellar service in your call center can become exceedingly difficult. How do you know when to outsource your healthcare call center?
If patient hold times exceed 60 seconds, more than 5% of callers hang up before reaching support, or call rerouting accuracy falls below 99%, your practice may be struggling with understaffing or insufficient training. These issues can negatively impact the patient experience and the quality of care. In such cases, outsourcing specialized clinical support, such as a nurse triage service, can help manage medical calls more effectively, improve patient outcomes, reduce internal workload, and ensure faster, more accurate call handling.
Usually, in-house call centers are entry-level positions staffed by people who have basic front desk training. This is an inadequate skillset for a healthcare environment. Their skill limitation will show up as an inability to handle patients properly or dissatisfaction and resignation in favor of other jobs within the organization or elsewhere.
Employees who feel ill-equipped to serve patients will be frustrated and are more likely to quit. More importantly, they will transfer their frustrations to the patient with the poor service that they deliver. This leaves a lasting negative impression on patients and affects customer retention.
Specialist visits constitute more than 50% of outpatient cases and one in three patients is referred to a specialist each year. This is a huge chunk of the business that could be underperforming due to an inefficient call center.
If patients are not getting through, neither are primary care physicians with their referrals. This is money down the drain for your practice.
A practice with several departments should have a call center that services and is in touch with all of them seamlessly. A lack of this integration shows in the need for multiple calls for the patient to receive all the care and tests they need.
Data is a key building block of service delivery and customer relations. Data quality is essential in making sure that you’re giving your patients the best and your practice stays on target, financially and service-wise.
If you cannot positively answer these questions, it means your call center needs an overhaul.
1 Is your call center verifying insurance and entering the correct billing and payment information? 2 Do you know how much your appointment volume grows year on year? 3 Are you able to monitor dropped patient handoffs? 4 Do you regularly review data from calls and your medical patient portal against your guidelines? 5 Do you have the data and tools to evaluate customer service quality?
Outsourcing your call center can free up both time and resources to expand your business and offer better service both via call and on your medical website. Contact us today to find the right call center solutions for your practice is that it’s more effective.