About Us
ABOUT
US
ABOUT US
Founded in 2009, American Health Connection originated from recognizing the pressing need for efficient and cost-effective centralized scheduling processes within healthcare institutions. Since our inception, we have experienced steady and successful growth, earning the trust of many major medical institutions that remain our valued clients.
Our journey involved blending telecom infrastructure, cutting-edge call center technology, and an innovative healthcare outreach concept, culminating in creating the industry’s first all-inclusive, virtual central scheduling and communications solution. This groundbreaking solution later trademarked as Patient Communication Management®, swiftly rendered traditional in-house and remote scheduling operations obsolete.
No other call center can rival the comprehensive range of front-end services, advanced technology, and competitive pricing we offer. With U.S.-based agents available around the clock and fail-safe technology in place, American Health Connection consistently surpasses all national benchmarks for medical call centers, establishing a standard that no other organization can replicate.
Then, by combining telecom infrastructure, state-of-the-art call center technology, and an innovative concept in healthcare outreach, we created the first all-inclusive, virtual central scheduling and communications solution.
Later trademarked as Patient Communication Management®, our services quickly rendered traditional in-house and remote scheduling operations obsolete.
Today, no other call center can match our array of front-end services, level of technology, and pricing.
With U.S.-based agents always available and fail-safe technology in place, AHC exceeds all national benchmarks for medical call centers – by a margin no other organization can duplicate.
- We are fueled by experience – high-performing, nationally recognized patient access leaders spearhead our consulting engagements and apply their deep expertise in working with healthcare providers.
- We are responsive – our main objective is to transform operations to deliver service excellence and shorten the revenue cycle while promoting a reputation of high priority and visibility to patient access and the revenue cycle.
- We are collaborative – we understand how our clients operate and believe building solid partnerships with stakeholders is critical to success.
- We are results-oriented – we work with you to achieve best practice performance.
- We are flexible – our primary goal is to meet the individual needs of our clients.
- We have proven reliability – with the longest-running and most reliable technology in the market, you can trust the stability and consistency of our solutions.
Our cloud-based systems ensure maximum reliability, built across multiple providers in the United States with full fail-over capabilities. The intelligent multi-channel routing, real-time reporting, and interaction recording can be delivered by multiple channels: voice, email, web chat, and SMS. All data is stored and transmitted to the highest HIPAA and HITECH security standards, ensuring a safe and secure environment for patients and their providers.
With American Health Connection, you can be confident that all your calls will be answered 24/7 and never affected by inclement weather, natural disasters, or unforeseen local events. With thousands of trained agents nationwide, our virtual services offer a long-term sustainable solution to your call center deficiencies.
To reduce our client’s IT costs and ensure rapid service, American Health Connection’s engineers will write specialized interfaces to match your current configuration. Custom interfaces, including bidirectional HL7, API, OA web services, or legacy file transfer interfaces, provide inter-operable system-to-system communications to facilitate real-time appointments and other healthcare data exchange. All protocols and data formats are supported.
The technological advantages of using American Health Connection include:
- Rapid deployment
- Automatic technology upgrades at no additional cost
- Unlimited scalability based on our call volumes
- No in-house expertise is required (IT, telecom or help-desk support)
- Custom HL7, web services, or legacy file transfer
- Interfaces with any EMR/EHR
In addition to the robust features mentioned, American Health Connection stands at the forefront of technological innovation by integrating an AI-enabled workforce management system. Our cloud-based systems, renowned for maximum reliability and fail-over capabilities, now incorporate intelligent AI algorithms to optimize workforce efficiency and enhance overall operational excellence.
The AI-enabled workforce management system revolutionizes call center operations by dynamically allocating resources based on real-time data analysis. The system can forecast call volumes through predictive analytics, allowing for proactive adjustments to staffing levels and ensuring that patient inquiries are met promptly, even during peak times. This level of adaptability adds an extra layer of resilience, as the workforce management system can intelligently respond to changing call patterns and unexpected events.
Moreover, the multi-channel routing capabilities of our system are further enhanced by AI, providing an intelligent and automated approach to directing inquiries through various channels such as voice, email, web chat, and SMS. This optimizes response times and ensures that each interaction is routed to the most suitable agent, improving the overall quality of patient service.
The AI-driven workforce management system extends its capabilities to real-time reporting and interaction recording. By leveraging machine learning algorithms, the system can analyze recorded interactions to provide valuable insights into customer trends, agent performance, and areas for improvement. This data-driven approach empowers organizations to make informed decisions, enhancing the quality of patient care and service delivery.
Security remains a top priority, and the AI-enabled workforce management system adheres to the highest standards, aligning seamlessly with HIPAA and HITECH security requirements. Whether stored or transmitted, patient data is safeguarded with cutting-edge security measures, ensuring a safe and secure environment for patients and healthcare providers.
As part of our commitment to continual improvement, American Health Connection offers automatic technology upgrades as part of the package at no additional cost. This ensures that our clients always have access to the latest advancements, including updates to the AI algorithms powering the workforce management system.
In conclusion, American Health Connection addresses the current and future needs of healthcare call centers with its proven cloud-based infrastructure and embraces the transformative power of AI-enabled workforce management. This integration solidifies our position as a leader in providing innovative, secure, and reliable solutions for healthcare communication, ensuring that patients receive the highest level of service regardless of external circumstances or call volumes.