Services
OUR
SERVICES
Whether you need a full outsource of your current patient communication center or merely overflow coverage for specific lines during peak times and after hours, our Patient Communication Management® processes can be fully customized to work with your current needs and adapted to meet future ones.
American Health Connection offers a wide range of patient center services designed to dramatically improve both patient and physician satisfaction. Our Patient Communication Management® system helps eliminate dropped calls, enables patients to quickly connect with a real person, improves care coordination and reduces hospital readmissions.
We are 100% U.S.-based and our services are available 24 hours a day, 365 days a year.
Centralized Scheduling
Get more done on every call for optimal efficiency
- Streamline patient scheduling with a one-call solution:
- Client-specific agents handle every facet of the scheduling process.
- One phone number connects for patients, internal staff and physicians.
- Patients speak with an experienced live agent on every call with virtually no hold time.
- Centralized Scheduling is fully customizable and can include any or all of the following services:
- Pre-registration:
- Optimizes patient and staff time by agents’ entering and verifying required demographics, insurance information and other needed data prior to the patient’s arrival.
- Enables patients to see their doctors without having to complete paperwork in the office.
- Proactive Deductible/Copay Pre-Collection:
- Improves cash flow on the front end.
- Eliminates back-end collection, reducing bad debt.
- Insurance Verification:
- Confirms plan coverage.
- Eliminates denials and rejected claims.
- Medical Necessity and Order Verification:
- Prevents denials by checking patient orders and diagnosis against payer rules to ensure accurate claims.
- Assists patients in understanding physician orders and their coverage limitations.
- Scheduling of Language Service:
- Improves utilization of interpreters’ time.
- Enables scheduling of on-site or remote interpreter service.
- Concierge Services:
- Continuity of care communications, including follow-up on test results and consultations.
- Saves physician and staff the time and effort of tracking down patients.
- Improves patient and physician satisfaction.
- Customized Reporting, with pre-defined custom reporting
- Pre-registration:
Class and Event Registration
AHC can help you manage complex and personalized patient education outreach initiatives to address concerns and patients’ needs. Our multi-lingual agents can attract patients, guide and educate them through their healthcare journey, and keep them engaged and informed. We offer 24/7 live agents assisting with scheduling events and classes such as weight management and maternity services. AHC can also provide automated messaging for campaigns, special events, and in case of emergencies.
Pre-Registration
- Verified Demographics – standardized demographics Q&A eliminates registration errors.
- Eligibility verification at time of scheduling – 2nd level of verifying demographics registration.
- Set Financial Expectations – Break down of benefits based on co-pay and deductible.
- Collect co-pay.
Insurance Verification
Verifying coverage at the time of scheduling maximizes reimbursements and optimizes provider’s schedules. Experienced patient services representatives:
- Verify patient’s demographics and insurance coverage status
- Directly communicate with the insurance company
- Contact patients to notify of deductibles, co-pays, or any other additional information
- Re-verify scheduled appointment 48 hours prior to the actual date/time, ensuring no changes in coverage
Physician Referral Services
Following guidelines, our agents pinpoint the most appropriate resource to address patient and physician treatment protocols.
- Patients contacted within 24 hours of discharge.
- Our provider-dedicated agents schedule follow-up appointments, collect data and report results to and from the patients and the hospital.
- Agents follow client-defined preset guidelines and search the database for doctors who meet the patient’s and their physician’s requirements, including:
- Physician’s age, sex, languages spoken, specialties, number of years in practice.
- Office location and hours.
- Medical education and training.
- Same call appointment scheduling.
Pre-Authorization
Simplifying and tracking authorizations ensures denials are minimized in the post-discharge revenue cycle process.This process includes, but is not limited to:
- Retrieving clinical data directly from the EMR.
- Contacting the insurance company.
- Faxing required forms.
- Verifying insurance prior to the test date.
- Notifying patients re-deductibles, co-pays and co-insurances.
- Obtaining authorizations utilizing a comprehensive process.
Appointment Reminders
Keep patients informed and on track for productive visits
- Process fully integrated with the ACD platform.
- Voice, text, and email reminders provide patients with custom messages based on appointment types, locations, procedures and tests.
- Reduce no-shows.
- Eliminates time-consuming manual contact
- Rescheduling
- Patients can seamlessly reschedule appointments with a live agent.
- AI integration recognizes callers when reminders are sent.
Answering Services
Experienced patient communication specialists replace obsolete traditional answering services by:
- Handling any type of incoming call, including:
- Scheduling appointments
- Rescheduling appointments
- Paging physicians
- Message handling, etc.
No-show rates are directly related to the physician practice’s ability to reschedule calls after hours. Coupled with our appointment reminder service, patients have the ability to reschedule appointments 24/7 during the reminder call.
Discharge Follow-Up
Client-dedicated specialists identify and call high-risk patients within 24 hours of discharge.
- Significantly reduces readmissions by as much as 40% (Industry average is one in five readmits within 30 days of discharge.)
- EHR/EMR Integration.
- HL7/FIHR/Web Service file integration with legacy system.
- Bidirectional automated updates.
Chronic Care Management (CCM)
Billable non face-to-face care coordination services for Medicare patients with two or more chronic conditions.
- Technology driven tools/resources are utilized to integrate the interaction between patients and caregivers to maximize attention to patients’ health needs.
- AHC’s trained and licensed staff call patients that have two or more chronic diseases. We build a supportive relationship with those patients and their caregivers, while providing care coordination support that will ensure appropriate services for the patients’ health needs.
- Changes in patient symptoms or behavior are monitored and reported; any significant patient concerns and any other patient status updates are communicated to the Primary Care Physician.
- A comprehensive care plan is created and maintained during the duration of the service.
Providing a 24-hour-a-day, 7-day-a-week seamless extension of internal staff will result in improved communications between the patient and caregiver regarding the prescribed care plan. CCM can be implemented utilizing the telephone, secure messaging, secure Interne or other asynchronous non face-to-face consultation methods, such as e-mail or a provider-based secure electronic patient portal.
Revenue Cycle
Revenue cycle begins on the first call. Streamlined fail-safe protocols guarantee a successful revenue cycle process and reduce claim denials down the road.
Pre-Registration
- Verified Demographics – standardized demographics Q&A eliminates registration errors.
- Eligibility verification at time of scheduling – 2nd level of verifying demographics registration.
- Set Financial Expectation –Break down of benefits based on co-pay and deductible.
- Collect co-pay.
Medical Necessity / Order Verification
- Prevents denials utilizing predefined payor rules
- Confirms and communicates coverage limitations to patients
Pre-Authorization
- Retrieving clinical data directly from the EMR
- Contacting the insurance company
- Faxing required forms
- Verifying insurance prior the test date
- Obtaining authorizations utilizing a comprehensive process to ensure that denials are an uncommon occurrence
- Getting authorizations via Text, VM, or email
Eligibility Verification 48 hours prior to appointment; ensuring no changes in coverage
No Show / Appointment Reminder
- Patients can seamlessly reschedule appointments with a live agent
Discharged Follow-Up
Significantly reduces re-admissions by as much as 40% (Industry average = 1 in 5 readmits within 30 days of discharge)
Patient Access Consulting
American Health Connection provides practical, results-oriented assistance to health systems, community hospitals and physician groups in:
Healthcare Patient Communication Management
Achieve excellence in your patient communications center by developing a patient-centered, “one call approach,” integrating all care coordination and financial clearance processes.
- Scheduling
- Pre-registration
- No-show Management
- Data Integrity
- Interactive Scripting
- Financial Advocacy
- Performance Metrics and Dashboards
Financial Performance
Improving patient financial literacy helps them understand their financial expectations, obligation, and risks at the earliest opportunity. Our main objective is to reduce patient anxiety on healthcare access and financial matters, allowing them to focus on their health.
- Rapid Financial Clearance
- Denial Elimination
- Workflow Transformation
- Predictive Analytics
- Performance Improvement
Leadership Development
We develop patient access leaders to meet the high demands and diverse expectations of a high-functioning patient access department.
Core focus areas include:
- Goal Alignment and Achievement
- Succession Planning
- New Leader Onboarding
- Ongoing Leadership Development
- Shared Governance
- Education and Training
- Continuous Quality Improvement