Many organizations tend to think about their healthcare call center only in terms of patient access, and they aren’t wrong to do so— the role of the call center is central to the patient journey, from gathering the initial information needed to establish care to post care follow up and patient reactivation efforts. While call center operations are critical to access, the impact they have on the revenue is often overlooked. A fully optimized healthcare call center supports the revenue cycle in a variety of ways.
- Pre-registration
Patient registration processes are time consuming and can create bottlenecks at the time of service. Your healthcare call center can improve the on-site patient experience and help ensure the efficiency and success of the billing process by conducting patient outreach to collect and verify pre-registration information prior to their appointment— while confirming the appointment at the same time.
- Portal Enrollment
Your healthcare call center has a unique opportunity to get patients engaged with the revenue cycle before the time of service by getting them enrolled on the patient portal and encouraging them to handle their co-pays before they arrive. This is more convenient for patients and shortens their check-in time, minimizing one of the biggest patient complaints, while saving resources in billing for more complicated transactions.
- Scheduling
Ease of contact is increasingly important in a competitive market. Your healthcare call center has the important role of managing inbound call volumes to ensure prompt service to patients seeking care as we know that keeping the schedule full is the best way to ensure a steady revenue stream.
- Physician Follow Up Orders
Your healthcare call center can conduct patient outreach to follow up on physicians’ follow up orders. This helps to keep patients engaged with their care and the schedule full— a win for revenue by improving patient outcomes and the value-based reimbursements that rely on them.
- Referral Coordination
Good referral management can impact revenue in a variety of ways from increasing scheduling volumes to saving your organization the cost of avoidable readmissions and non-adherence. Your healthcare call center can help coordinate physician referrals by conducting outreach to ensure patients are following through in a timely manner.
- No-show Mitigation
No-shows are costly: they waste internal resources and create gaps where revenue should have been. Your healthcare call center can help mitigate appointment no-shows in a few ways. First, by ensuring patients can reach someone quickly to cancel and reschedule, in the event they cannot make their appointment. Then, by conducting outreach to patients who have missed their appointments as well as those who wish to be seen sooner, to fill in newly available appointment slots.
Envera Health assists its healthcare partners by filling in gaps of service to create an optimized patient access experience that positions their organization for growth.
Schedule a consultation today.
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