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MEDICAL CONTACT CENTER

29-Second Answer Speed.
4% Abandonment. 22 Years.
Your Calls, Our Agents.

We took over patient access for 200+ healthcare organizations. They got faster answers, higher satisfaction, and agents who schedule directly into their EHR. Here is how we do it.
See How It Works

Get a Contact Center Assessment

HIPAA | SOC 2 | NIST

PROVEN ACROSS 200+ HEALTHCARE PARTNERS

22 years of healthcare-only expertise. Measurable results.

61%
Improvement in performance and satisfaction
29 sec
Average speed to answer
4%
Abandonment rate
200+
Healthcare partners
22+
Years healthcare-only
2M+
Data points informing workflows
People
Agents selected through psychological profiling and cognitive skills assessment. Highly focused initial and continuous training.
Process
Structured workflows that turn conversations into trackable data. Right conversations, right topics, right amount of time.
Technology
Dedicated operational infrastructure. Enhanced interactions. QA feedback loops to sustain excellence.
Specialty expertise spanning bariatrics, oncology, cardiology, gastroenterology, orthopedics, dermatology, primary care, behavioral health, women’s health, audiology, neurology, and more.

The Challenge

Most healthcare call centers answer phones.
We activate patients.

A standard contact center measures speed to answer, handle time, and abandonment rate. Those metrics tell you whether calls got picked up. They do not tell you whether patients scheduled, showed up, resolved their insurance questions, or stayed in your network.
A standard contact center reports “4,200 calls handled this month.” We report “4,200 calls handled. 3,100 appointments confirmed. 2,850 patients verified. 94% kept their appointment.”
Standard Healthcare Call Center

Answer the phone. Transfer or schedule. End the call. Report call volume.

  • Agent answers the phone
  • Patient is transferred or scheduled
  • Call ends
  • No insurance pre-verification
  • No barrier identification
  • No follow-up confirmation
  • Success metric: calls handled
Activation-Driven Contact Center

Answer the phone. Schedule. Verify. Resolve barriers. Confirm the outcome.

  • Agent answers and works directly in your EHR
  • Insurance verified on the same call
  • Barriers identified and addressed
  • Warm transfer stays on the line until complete
  • Follow-up confirms the appointment held
  • Patient history reviewed for proactive care
  • Success metric: patients activated

How We Operate

A seamless extension of your front desk

We take full operational responsibility for your patient access function. Your workflows, your EHR, your scheduling protocols, your brand. Our agents become your team.

  • Direct EHR scheduling

    Our Patient Care Coordinators work directly in your scheduling book and EHR. We program your scheduling protocols and provider preferences into our workflows during an in-depth discovery process.

  • Inbound and outbound call management

    We answer your phones and make outbound calls for scheduling reminders, appointment confirmations, follow-ups, and annual wellness visit outreach.

  • Insurance verification

    Pre-authorization, pre-certification, and pre-determination handled before the patient walks in. Reduces day-of surprises and billing friction.

  • Warm transfers only

    We stay on the line with the patient until the handoff is complete. No cold transfers. No dropped patients.

  • Multilingual support

    Bilingual and multilingual agents so every patient communicates in their preferred language. Dedicated Spanish-language support for your growing patient populations.

  • Quality assurance and reporting

    Random call reviews, ongoing training, and a dedicated Customer Success Manager who establishes tailored reporting and meeting cadence for your organization.

  • Scalability without quality loss

    Flexible scheduling maintains consistent service levels during high-volume periods. We absorb the spikes your internal team cannot.

Get Started

See what activation-driven patient access looks like for your organization.

Tell us about your patient access challenges. We will show you where calls convert into appointments and where they do not, and what closing that gap means for your revenue.
Get a Contact Center Assessment

Or call us: 888.212.5542

HIPAA | SOC 2 | NIST