Patient engagement is essential in healthcare to measure the quality of care hospitals and medical offices provide. Research has repeatedly shown that clinical outcomes, patient retention, and medical malpractice claims correlate directly with patient satisfaction.
Over 70% of U.S. hospitals and more medical practices choose all-inclusive healthcare call centers for Patient Communication Management. This is because they offer added benefits like patient engagement and scheduling services.
The Benefits of Utilizing American Health Connection Healthcare Call Center
The patient’s or loved one’s health is crucial when patients reach out to your healthcare company. AHC improves healthcare call center interactions by offering comprehensive services that make them more efficient, empathetic, and effective.
US-based professionals make up our AHC medical answering service team. They are available 24/7 to answer medical calls and prioritize patient needs.
In addition to standard responding and scheduling duties, our AHC medical communication specialists are ready to assist your patients by:
- Verifying eligibility in specific insurance plan coverage
- Assisting with explanation and understanding of EOB services
- Scheduling of preventative care
- Addressing general inquiries related to patient billing and payment collection
- Collecting payment
- Monitoring and providing updates on submitted claims
- Facilitating escalating or urgent matters by connecting patients with on-call physicians, nursing services, medical interpretation services, or pharmaceutical services.
American Health Connection’s Healthcare Call Center Patient Communication Management Service
AHC’s Patient Communication Management service is a centralized medical appointment scheduling service. It also helps your administrative staff with cost-effective healthcare call center services.
- Patient Education and Patient Outreach Services
- Physician Referral Services
- Appointment Reminders
- Discharge Follow-Up
- Chronic Care Management (CCM)
- Revenue Cycle Management
- Patient Access Consulting
Centralized Patient Scheduling Services
AHC’s healthcare call center and customer service experts understand the importance of patient scheduling services for your medical staff. They recognize the time, effort, and resources required for this task. AHC also knows the need to be proactive and build trust with your patients throughout their interactions with your organization.
AHC’s healthcare call center centralized scheduling services optimize efficiency by providing a one-call solution for patient scheduling. The Patient Communication Management service helps patients connect with professionals through assigned agents and a dedicated phone number.
You can customize the AHC scheduling platform to fit your organization’s needs. You can choose the specific healthcare call center scheduling services that you and your team need. Our patient scheduling service saves time, satisfies patients and physicians, and increases revenue with multiple options.
- Optimized Pre-Registration Services
- Deductible & Copay Pre-Collection
- Insurance Verification
- Medical Necessity and Order Verification
- Scheduling of Required Language Services
- Healthcare Concierge Services
- Pre-defined Customized Reporting Capabilities
Patient Education and Patient Outreach Services
Healthcare organizations often lack the staffing to manage customized patient education and outreach services. AHC trains its call center staff to help patients with healthcare needs and provide information about healthcare initiatives.
AHC has agents who are always available to assist with various tasks. These tasks include event and campaign ads, auto messages, patient scheduling, and registration for health and wellness classes. The agents are also fluent in multiple languages to cater to the needs of your patients and staff.
Physician Referral Services
AHC agents use technology to schedule medical appointments for patients and connect them with suitable healthcare providers. They follow patient guidelines and treatment protocols.
Our call center agents will contact patients within 24 hours of leaving the hospital. They will schedule follow-up appointments collect and share important information and results with patients and healthcare providers.
AHC Appointment Reminders Reduce Costly Patient No-Shows and Missed Appointments
Missed patient appointments cost US healthcare providers around $150 billion annually and significantly disrupt their income.
Studies have shown that healthcare organizations can cut patient no-shows in half by utilizing healthcare call centers. These call centers can send reminders through voice, text, and email to remind patients about their upcoming appointments.
Our AHC appointment reminder system is part of our ACD platform. It sends patients voice, text, and email reminders about their upcoming appointments, locations, procedures, and tests. This service eliminates direct patient contact and allows patients to reschedule via live appointment scheduling services.
The average healthcare provider has a 5% to 7% no-show rate. A single no-show per day can cost a practice $50,000 to $100,000 in lost revenue each year. Our AHC appointment reminder service can help increase your organization’s revenue significantly.
AHC emphasizes the significance of effective communication in patient care, particularly after discharge. Their healthcare call center specialists promptly identify and notify high-risk patients within 24 hours.
Talking to patients after they are discharged from the hospital is beneficial. It helps to keep them engaged and reduces the likelihood of them requiring readmission by more than 40%. One in every five high-risk patients is readmitted to the hospital within 30 days of discharge. However, an automated discharge follow-up system can reduce readmissions by 55%.
Chronic Care Management (CCM) Services
Chronic care management (CCM) services are billable non-face-to-face services provided to Medicare beneficiaries who have multiple (two or more) chronic conditions.
We can provide CCM services through various methods such as phone, secure messaging, online platforms, email, or electronic patient portals. These methods do not require face-to-face interaction.
AHC uses advanced technology and tools to help with patient-provider engagement during CCM services, sometimes automating the process.
Our trained and licensed call center staff build supportive relationships with CCM patients and providers, coordinating services for their health needs. They maintain a comprehensive care plan and report symptoms, behaviors, and patient concerns to the primary care physician.
AHC CCM services provide necessary services to patients with multiple chronic conditions and generate additional revenue for organizations.
Revenue Cycle Management
AHC uses efficient processes to ensure your revenue cycle starts when a patient calls and continues throughout your connection. AHC’s revenue cycle management method ensures a smooth revenue cycle process. It achieves this by reducing claim denials and providing efficiency in several areas. These areas include pre-registration, order verification, pre-authorization, eligibility verification, and discharge follow-up.
Patient Access Consulting
We use a patient-centered approach to create a communication plan that ensures patient engagement. This includes coordinating care and handling financial clearance processes.
- No-show Management
- Data Integrity
- Interactive Scripting
- Financial Advocacy
- Performance Metrics and Dashboards
Fully Customizable AHC Patient Communication Management Services Increases Communication, Efficiency, and Revenue
American Health Connection provides patient communication management services. These services offer adaptable, thorough, real-time care and engagement. They meet the demands and values of your patients. Talking to patients is very important for the success of your healthcare practice as the focus shifts to value-based care.
AHC offers the healthcare industry comprehensive virtual scheduling and communication services using cloud technology. Our medical answering service helps doctors and patients communicate better, improve scheduling and registration, use resources efficiently, and save money.