Solutions
Solution Areas
Nurse Triage

Medical Contact Center

Patient Care Coordination

Appointment Scheduling

After-Hours Support

Insurance Verification

Care Management

Nurse Triage Solutions

24/7 Clinical Assessment & Care Advice

Licensed RNs using gold-standard Schmitt-Thompson protocols deliver clinical assessment and care advice. Every call is an opportunity to activate patients toward the right next step — not just disposition, but completed action.

Schmitt-Thompson Protocols

EMR Integration

After-Hours Coverage

Activation-Driven Calls

Explore Nurse Triage

What Makes it Different

Balanced Authority & Patient Voice

Our triage nurses blend clinical confidence with shared decision-making. Patients follow expert guidance because they feel heard, not lectured — reducing resistance and building co-ownership of care decisions on every call.

How Activation Powers Triage

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Medical Contact Center Solutions

Centralized Patient Access Hub

A single point of contact for scheduling, referrals, and post-discharge follow-up. Trained Activation Agents with AI-driven workflows ensure every patient interaction drives toward a completed next step — not just a transferred call.

Appointment Scheduling

Referral Management

Follow-up Calls

Barrier Resolution

Explore Medical Contact Center →

What Makes It Different

Reciprocity & Barrier Removal

Our Activation Agents use the Stressor Inventory process to uncover non-clinical blockers — transportation, finances, confusion — and mobilize solutions proactively. Going the extra mile before patients ask triggers gratitude and lasting care commitment.

The Stressor Inventory Approach

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Patient Care Coordination Solutions

Dedicated Coordinators Embedded in Your Workflows

Your front desk can't keep up with the phones and the waiting room at the same time. Our Patient Care Coordinators work directly in your scheduling book and EHR as an extension of your staff, handling scheduling, insurance verification, pre procedure instructions, and patient follow ups so your team can focus on direct care.

Appointment Scheduling

Insurance Verification

Warm Transfers

Extended Hours

Explore Patient Care Coordination

What Makes It Different

Relational Communication & Ease Minimization

Our coordinators use activation psychology to turn every patient interaction into a completed next step. Patients follow through because the path makes sense and the coordinator removes friction before it's encountered.

Activation-Powered Coordination

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Appointment Scheduling Solutions

Multi-Specialty Scheduling with Real-Time Availability

Friction in scheduling is where patients fall out of the care journey. Our scheduling solutions use choice architecture to make booking the path of least resistance — with real-time availability, automated reminders, and proactive rescheduling.

Real-time Availability

Multi-specialty Support

Automated Reminders

No-Show Prevention

Explore Appointment Scheduling

What Makes It Different

Choice Architecture & Micro-Commitments

Default options and small "yes" steps mitigate decision fatigue. Auto-scheduling and brief confirmations build momentum — each minor success fueling bigger ones, making adherence the natural choice instead of another task on the list.

Nudge Theory in Patient Scheduling

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After-Hours Support Solutions

24/7/365 Patient Access — No Gaps, No Holidays

Patients don't stop needing guidance at 5 PM. Continuous RN-level clinical support and patient access coverage so your organization never misses a moment to activate a patient — reducing unnecessary ER visits and keeping patients on track.

24/7/365 Coverage

No Holidays

ER Diversion

Always Available

Explore After-Hours Support

What Makes It Different

Relational & Timely Communication

Empathetic interactions reduce anxiety and enhance a patient's sense of safety. Consistent, well-timed after-hours outreach prevents feelings of isolation post-discharge and catches emerging concerns before they escalate to the ER.

Why Timing Changes Outcomes

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Insurance Verification Solutions

Proactive Eligibility & Benefits Confirmation

Ensure every patient visit starts with verified coverage — reducing claim denials, billing surprises, and front-desk bottlenecks.

Eligibility Checks

Benefits Confirmation

Prior Authorization

Denial Prevention

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What Makes It Different

Proactive Coverage Clarity

Content coming soon. Our verification workflows ensure coverage is confirmed before the patient arrives, eliminating billing surprises and reducing claim denials.

Explore Our Approach

Care Management

Five reimbursable programs. One activation infrastructure.

CMS reimburses five distinct care management models. Most organizations run them in silos or not at all. We deliver all five through a single team, a single EHR integration, and a single activation methodology. Your patients get connected care. You get connected revenue.

Explore Care Management

What Makes It Different

Activation Over Compliance

Traditional care management checks a box every month. Our model resolves the barriers that keep patients from following through. Every touchpoint captures billing, closes quality gaps, and updates risk adjustment data while activating the patient toward their next completed step.

Check-ins aren't enough

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Our Approach
Patient Activation

Barrier Resolution

Intelligent Orchestration

AI-Enhanced

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.

Core Techniques:Motivational InterviewingChoice ArchitectureReciprocity & Goodwill

Explore Patient Activation →

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.

Key Techniques Applied:Ease & Effort MinimizationRelational CommunicationSocial Proof & Norms

Explore Barrier Resolution →

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.

AI-Selected From:Motivational InterviewingContrast & FramingBalanced Authority

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.

AI Capabilities:Predictive Risk ScoringSentiment AnalysisAutomated Follow-Up

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Proven at Scale

99.4%

QA pass rate

4x

Staff scale-up

~$1M

3-year savings

24/7

Zero-gap coverage
- Regional Health System Reduces ER Overcrowding
  
  30%
- Multi-Site Practice Hits 98% Appointment Adherence
  
  98%
Who We Serve
Who We Serve
Hospitals & Health Systems

Practices

FQHCs & Community Health

Payers & Health Plans

Hospital & Health System Solutions

After-Hours Gaps, ER Overuse, Readmission Risk, and Patient Leakage

Patients discharged at 5 PM don't stop needing guidance at 5:01. Gaps in after-hours triage, inconsistent follow-up, and fragmented post-discharge communication drive avoidable ER visits, preventable readmissions, and patient leakage to competing systems. We operate as an extension of your care team with licensed RN triage, activation-trained agents, and closed-loop barrier resolution that converts every patient interaction into a completed, in-network next step.

Nurse Triage (24/7)

Post-Discharge Activation

After-Hours Coverage

Barrier Resolution

Explore Hospitals & Health Systems →

PROVEN with Hospitals

30%

ER diversion

76%

HCAHPS score increase

~$1M

3-year savings

24/7

Zero-gap coverage

Practice Solutions

Missed Calls, No-Shows, and a Front Desk That Can't Keep Up

Every missed call is a patient who may not call back. Every no-show is revenue lost and a care gap opened. Your front desk is managing walk-ins, check-ins, phones, and prior auths simultaneously. We become your extended patient access team, handling inbound and outbound calls, scheduling, reminders, and follow-up so your staff focuses on the patients in front of them.

Inbound & Outbound Calls

Appointment Scheduling

No-Show Prevention

Insurance Verification

Explore Practices →

PROVEN with Hospitals

30%

ER diversion

76%

HCAHPS score increase

~$1M

3-year savings

24/7

Zero-gap coverage

FQHC & Community Health Solutions

More Barriers, Fewer Resources, and Patients Who Need You Most

Your patients face transportation gaps, language barriers, food insecurity, and financial stress before they even think about a follow-up appointment. We bring healthcare-only contact center expertise built for FQHCs and Rural Health Clinics alike, with SDOH-aware workflows, activation-trained agents, and the capacity to handle volume spikes without sacrificing the personal touch your community expects.

Inbound & Outbound Calls

Nurse Triage Services

SDOH Barrier Resolution

EHR-Integrated Scheduling

Explore FQHCs & Community Health →

PROVEN with Hospitals

30%

ER diversion

76%

HCAHPS score increase

~$1M

3-year savings

24/7

Zero-gap coverage

Payer & Health Plan Solutions

Care Gaps Stay Open When Members Don't Follow Through

Quality measure targets, RAF score accuracy, and total cost of care all depend on the same thing: whether members actually complete the next step. We deploy activation-trained Care Guides who address the real reasons members don't follow through — confusion, fear, logistics, and competing priorities. Our GPS platform segments by payer type, SDOH profile, and clinical risk so every interaction drives toward a completed action.

Care Gap Closure

RAF Score Capture

Member Activation & Outreach

Network Steerage

Explore Payers & Health Plans →

PROVEN with Hospitals

30%

ER diversion

76%

HCAHPS score increase

~$1M

3-year savings

24/7

Zero-gap coverage
About Us
Our Story

The Patient Activation Company™
We do one thing exceptionally well — activate patients. We fuse cutting-edge AI technology with activation psychology and highly trained human insight to transform patient intentions into measurable actions.
About Guideway Care | Sequence to Activation
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  Meet the team behind the Sequence of Activation
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  Latest insights on patient activation

WORKSHOP REGISTRATION

Behavioral Science Meets the Medical Contact Center

Name: Guideway Care - Sequence To Activation
Address: 115 Perimeter Center Pl Suite 1045, Atlanta, GA, 30346, US
Telephone: 888.986.3638
Price range: $

Workshop Past Webinar February 12, 2025

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Balanced Authority & Patient Voice

Reciprocity & Barrier Removal

Relational Communication & Ease Minimization

Choice Architecture & Micro-Commitments

Relational & Timely Communication

Proactive Coverage Clarity

Activation Over Compliance

99.4%

4x

~$1M

24/7

30%

76%

~$1M

24/7

30%

76%

~$1M

24/7

30%

76%

~$1M

24/7

30%

76%

~$1M

24/7

Behavioral Science Meets the Medical Contact Center

Event not found