Our approach is centered around personalized support and optimization, ensuring that our solution meets the unique needs of your clinic. Our goal is to allow you to focus on enhancing the patient-provider relationship while we focus on what we do best.
Patient Satisfaction
• Optimize and customize the patient experience
• Improve ease of access to provider
• Reduce call waiting and improve phone experience
• Improve total turnaround times
• Quality > Quantity
Provider Satisfaction
• Local Support
• Reduce scheduling gaps
• Increase Filing Accuracy
• Customized Scheduling protocols
• Personalized support
• Turnaround Time Target Adherence
• Performance metric and data visibility
Increase Revenue
• Reduce Patient Leakage
• Decrease Denied Claims
• Increase Patient Bookings
- Dedicated Inbound
Support
- Outbound Wellness Campaigns
Economies of Scale
• Adapt in Real-time to Clinic Growth
• Achieve Improved Operational
Processes
• Increase Overall Workflow Efficiencies
Services Provided
Telephone Support and Scheduling
• Inbound Call Handling; Outbound Campaigns
• Compassionate Connections and High Quality Patient Care
• Patient Scheduling
• Phone Routing & System Navigation
Authorizations and Referral Management
• Obtain required insurance authorization for in office procedures, DI Orders, surgeries, medications, and other visit types
• Process incoming & outgoing referrals
Document Management
• Manage patient records via central indexing in EMR
• Document filing & management
• Complete incoming and outgoing ROI requests
Service Details: Call Handling & Scheduling
Patient Experience
• Provide a high level of customer service and ensure that patients’ needs are met in a timely and efficient manner.
Scheduling Accuracy
• Maintain up-to-date provider protocols, keeping an open line of communication between the scheduling experts,
providers, and clinic staff.
Continuous Quality Improvement
• Identify areas of opportunity through call monitoring, call recording, performance targets, and other quality
assurances.
Technology Integration
•Utilize a contact center platform that integrates seamlessly with the facility systems with capabilities that achieve
economies to scale.
Performance & Security
• Optimize contact center systems, network performance, and security to protect sensitive patient data and maintain compliance with healthcare regulations.
Service Details: Authorizations & Referrals
Efficient Communication and Information Exchange
• Implement a streamlined communication system between referring providers, specialists, and Auth/Referral team members to facilitate timely and accurate information exchange.
• Standardize authorization and referral workflows by utilizing developed and standardized protocols for the submission and processing of authorizations and referrals, ensuring that referring providers have access to referral guidelines, referral forms, and any other required supporting documentation to enable accurate and comprehensive referrals.
• Provide timely feedback to referring providers regarding the status and outcomes of referrals to help close the referral loop, maintaining a transparent and collaborative relationship with referring providers
Care Coordination and Patient Navigation
•Assign dedicated and trained staff members to facilitate the authorization and referral process, coordinating with clinical staff if necessary to ensure continuity of care and minimize delays.
• Foster strong relationships with specialists and healthcare facilities to ensure smooth transitions for patients by maintaining an up-to-date database on specialists’ expertise, credentialing, locations, etc.
• Educate patients about the referral process, including the purpose, expectations, and potential timelines involved if available to help manage patient expectations and enhancing patient satisfaction.
Continuous Quality Improvement
• Monitor referral metrics and outcomes by regularly tracking and analyzing referral and authorization metrics such as volume, turnaround times, referral accuracy, and patient outcomes, using data to identify areas for improvement and enhance the overall efficiency and quality of the referral and authorization experience.
• Establish quality improvement initiatives aimed at optimizing the referral process, including but not limited to process standardization, staff training and education, and performance metrics and benchmarks.
About Us
List of Services
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Our Story
We have chosen to leverage our professional experiences from a large healthcare system where we efficiently stood up multiple patient support departments, supporting over 100 providers. Our passion led us to take our successes on the road so we can continue focusing on doing what we do best – dedicating ourselves to customizing solutions for patients and providers, ensuring seamless patient flow with limited barriers.
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Our MissionList Item 2
Accelerate operational processes required in healthcare through the utilization of efficient procedures and optimized workflows, overall increasing the ease of access between patients and providers.
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Our PeopleList Item 3
Chief Executive Operator: Kayla Sanchez
Chief of Patient Experience: Amina Masic
Chief of Support Services: Rachelle Provancha
Contact Us
Take the first step to upgrading your patient contact experience.
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