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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-centered services designed to improve both patient and physician satisfaction dramatically.

Our Patient Communication Management® process:

  • Reduces dropped calls below 3%
  • Connect patients with a real person in 30 seconds or less
  • Improves care coordination by an average of 75%

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, reducing costs up to 35%.
    • One phone number connects for patients, internal staff and physicians.
    • Patients speak with an experienced live, and US-based 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 up to 23% with agents’ entering and verifying required demographics, insurance information and other needed data prior to the patient’s arrival.
      • This allows 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 up to 35%.
      • Eliminates back-end collection, reducing bad debt by 73%.
    • Insurance Verification:
      • Confirms plan coverage.
      • Eliminates denials and rejected claims.
    • Medical Necessity and Order Verification:
      • Prevents denials by checking patient orders and diagnoses 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 in tracking down patients.
      • Improves patient and physician satisfaction by up to 75%.
    • Customized Reporting, with pre-defined custom reporting

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..



  • 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.


Simplifying and tracking authorizations minimize denials 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 before the test date.
  • Notifying patients re-deductibles, co-pays and co-insurances.
  • Obtaining authorizations utilizing a comprehensive process.

These enhancements help improve patient communication efficiency by 23%.



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 by an average of 18%.
    • Eliminates time-consuming manual contact.
  • Rescheduling
    • Patients can seamlessly reschedule appointments with a live agent.
    • AI integration recognizes callers when reminders are sent.
Call Text

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 directly relate 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. This helps us reduce no-show rates by as much as 18%.

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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% (The industry average is 14.5% 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.
  • This helps improve the patient communication process by 75%.   

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 Internet. or other asynchronous non-face-to-face consultation methods, such as e-mail or a provider-based secure electronic patient portal.

Save Money

Revenue Cycle

The revenue cycle begins on the first call. Streamlined fail-safe protocols guarantee a successful revenue cycle process and reduce claim denials by an average of 53%.


  • Verified Demographics – standardized demographics Q&A eliminates registration errors.
  • Eligibility verification at the 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


  • Retrieving clinical data directly from the EMR
  • Contacting the insurance company
  • Faxing required forms
  • Verifying insurance prior to 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 before 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)

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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, on average 18% faster
  • 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