Patients stuck on hold? Let’s fix access.
Patient access and member services consulting from people who’ve run contact centers in regulated industries. We fix scheduling, intake and billing lines in-house, and help you choose and govern a partner if you outsource.
Where patient access breaks
Scheduling, referrals and billing questions all land on the same phone line, and patients feel every minute of the wait.
Hold times drive patients elsewhere.
A patient who can’t book gives up or books with someone else. The lost appointment never shows up in the contact center report.
Staffing is planned by the month, not the hour.
Monday mornings and the first week of the month are always short. The schedule doesn’t follow the calls, so patients wait at exactly the busiest times.
Every question ends in a transfer.
Agents can book but not answer billing or referral questions, so one simple call becomes three departments and a callback.
The numbers measure speed, not outcomes.
Calls get answered in 30 seconds, and patients still call back three times to get one referral sorted.
The patient access journey, stop by stop
Most patient contacts are administrative. This is where we start at each stop.
Scheduling
Hourly staffing and callbacks, so patients don’t hang up.
Intake
Insurance and details collected before the visit.
Referrals
One owner per referral, and a status patients can see.
Billing
Agents who answer billing questions without a transfer.
Member services
A plan for enrollment peaks, and self-service for the rest.
How we help providers and payers
Contact Center Consulting
Staffing, QA and coaching for your patient access or member services center.
Journey Mapping
The patient journey from first call to follow-up, ending in a ranked fix list.
Call Center Outsourcing
Whether to outsource, which partner, and SLAs that protect patients.
CX Assessment
Six weeks across access, billing and follow-up, ending in a roadmap.
If you outsource, check these first
Every vendor says they’re HIPAA compliant. These are the questions that show whether it holds up on the floor.
- A signed business associate agreement
- Access limited to what each agent needs
- Recordings stored and retained safely
- HIPAA training, tested on real calls
- SLAs on resolution, not just speed
- Your right to audit on site
Contact centers and regulated service are what we know
We’re not a healthcare firm. We’re contact center operators who’ve worked where every call is audited and every mistake is costly.
More about us
Edvin Cernov
Led customer experience at Canada Goose and Mejuri, and has run every part of the function: contact centers, outsourcing partners, CX technology, voice of customer and strategy. Cares about frontline teams, clean data and technology that actually helps.
Patrick Louis
Twenty years leading service and sales operations for global brands in Europe and North America. Cares about teams that own the outcome, not the script.
Not sure where to start?
The six-week CX assessment looks at your access center, billing and follow-up, and tells you what to fix first.
Free advice while you think it over
All articlesOutsourcing healthcare support
What to outsource, what to keep, and how to stay compliant.
Conversational AI in healthcare
Where AI helps patients, and where it gets in the way.
How to choose a BPO
The shortlist criteria, RFP questions and red flags that matter.
Tell us where access is breaking.
Fifteen minutes, no deck. Bring your volumes and your hold times, and you’ll leave knowing what to fix first.
Book a free 15-min call Rather write? hello@rethinkcx.com