How contact centers impact health system revenue

No matter which C-suite leader oversees a health system’s contact center function, the health system’s finance department plays an important role.  For contact center leaders, communication with the finance department is vital for both the success of the call center function and their career paths.

In a recent article for healthcare financial management (hfm), American Health Connection CEO Yuriy Kotlyar and Ronald Spoltore, executive board member, discuss the multifaceted impact of call centers on healthcare organizations and the key considerations for optimizing their performance.

The article highlights three critical areas that contact center leaders must demonstrate to CFOs:

  1. Revenue Impact: A well-functioning call center can drive revenue by optimizing clinician schedules and reducing no-show rates. By helping patients schedule and reschedule appointments, call centers improve utilization and add incremental revenue. They also ensure compliance with the No Surprises Act, clarifying patient financial responsibilities upfront.
  2. Operating Expense and Capital Deployment: The choice of call center model—fully owned, outsourced, or hybrid—impacts expenses. Calculating the cost per minute of call time provides a basis for assessing the cost of adding service hours.
  3. Patient Experience: Effective call centers assist patients in accessing appointments, preregistering, and addressing billing issues, enhancing their overall experience and building loyalty.

Read the article at hfm: How CFOs can bring the rigor of finance to the call center.