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Contact center service

Numerous calls come in throughout the day and we understand that as a healthcare professional, your time is valuable. Let us help you focus on providing premium patient care, while we take care of administrative tasks like answering the phone. Our medical contact center will help your patient calls be answered quickly and handled according to your protocols time and time again. We serve as an extension to your doctor’s office. Our agents will skillfully handle every inbound and outbound call, insurance verification, and appointment scheduling. Access Health contact center agents are a step above the rest. Your inquiries will now be answered in a timely and patient-centric manner.

Type of calls coming to a Medical Office

Appointment Scheduling

Our team will schedule new and return appointments, following your scheduling protocol and guidelines. When scheduling a new patient, we will ensure we have insurance information on file, and first confirm your clinic is contracted with patients’ insurance. If a new patient requires specific information to be seen, our team will gather all information needed prior to patients’ appointment. 


Symptom Calls

We care about your patients and their wellbeing. When a patient calls your office with symptoms, we will evaluate and record the patient’s symptoms while also checking their medical history to direct the patient to the appropriate level of care. Because of the variety of ages and reasons for the phone call, the triage protocols we developed with your doctors, must be extremely comprehensive to ensure we take the appropriate steps for each situation.

 

Message Routing 

Message routing in the office involves handling calls from patients, outside facilities, and other healthcare providers. Our team is trained to answer questions promptly by reviewing patient charts and documenting each call. If a call requires assistance from a nurse or provider, the team will follow determined guidelines. In cases where the Access Health agent is unable to assist the caller, a message can be routed to the appropriate staff member, or the call can be transferred. This ensures that all calls are handled efficiently and effectively.

Appointment reminder calls and No-show follow ups

High patient no-show rates negatively impact healthcare by preventing patients from receiving care and decreasing provider revenue. If your office has a high no show volume, our team can make outbound appointment reminder calls, if the patient can’t make their appointment, we will reschedule their appointment at the moment. Our team can also call all no-show patients and ensure we get patients back on the schedule.  
 

Medication Refill Request
Pharmacies calling for approval on refill requests, or patients requesting refills are calls doctors’ offices receive all the time, our team can process these requests, following your refill medication request protocol.  

 

Authorization and eligibility questions

Doctors’ offices receive numerous calls regarding authorization and eligibility questions – calls our expert team can handle and requests we can process accordingly.  

At Access Health, we want to make sure your patients receive top-notch customer service, so you can focus on what you do best - providing quality care to help them live the best life possible. We understand that balancing both customer service and patient care can be a challenge, but we're here to help. By partnering with us for your contact center needs, you can give your full attention to improving your practice and helping your patients. Let us take care of the rest!

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HIPPA

Compliant

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Our tools

A medical answering service - the prescription for premium patient care
Access Health believes caring is the answer. By providing patients with a live, compassionate voice every time they call, you will build patient trust, increase your clinic's reputation, and grow your practice.

 

HIPAA compliant
Keep caller information safe and secure, and give your patients peace of mind. Access Health staff follow all HIPAA-compliance regulations.

Bilingual services
Bilingual agents give your Spanish-speaking patients the best in phone customer service. Our professional agents are fluent in English and Spanish.

Flexible scripts
Customizable scripts guide agents through every call. Any unscripted situations are addressed by our agents with professionalism and ease.

Protocols
Protocols and Guidelines support our agents in various situations and enable them to appropriately handle a situation which may arise – or direct them how to appropriately escalate a red-flag or triage situation. We will work with you to ensure all the designed protocols and guidelines are thorough and practical.

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  • Why Access Health to help with your prior authorizations?
    Access Health can help streamline and simplify the prior authorization process by providing experienced and knowledgeable staff to handle authorization requests. Our team is well-versed in the authorization process and is familiar with the different requirements and regulations associated with the authorization process. We have the expertise to ensure that authorization requests are completed quickly and accurately, and our team can assist in making sure that all documentation is properly submitted. With Access Health, you can rest assured that your authorization requests will be handled in a timely and professional manner.
  • How long does it take to process a medical authorization request?
    Our team will submit an authorization request to the Insurance company within 24hrs received. If there’s a STAT (same day) or urgent request, we would request a phone call to our authorization coordinator to let us know about the urgent request. We always strive to provide the most accurate and up-to-date information.
  • What happens if an authorization is denied?
    If an authorization request is denied by the insurance company, Access Health will notify office staff of the denial. With this information, our team will assist the provider with an appeal to provide updated information on why medical necessity was not met and how you can provide new supporting documents.
  • What is a prior authorization?
    Prior authorization (PA) is any process by which physicians and other health care providers must obtain advance approval from a health plan before a specific procedure, service, device, supply, or medication is delivered to the patient to qualify for payment coverage. Other terms used by health plans for this process include “preauthorization,” “precertification,” “prior approval,” “prior notification,” “prospective review” and “prior review.”
  • Why outsource prior authorizations?
    Outsourcing prior authorizations can help reduce administrative costs and help ensure that the authorization process is properly managed. By outsourcing prior authorizations, healthcare providers can save time, money, and resources. Additionally, outsourcing prior authorizations can help reduce the risk of errors, ensure compliance with regulations and policies, and improve the accuracy and speed of the authorization process.
  • How long does it take to input data?
    We provide a quick response for our data entry service and guarantee a turnaround time of 24 hours in most cases. However, the project turnaround time will also depend on the volume of work, project complexity, and urgency.
  • Can you customize your data entry services to meet my specific needs?
    Yes, we can work with you to customize our data entry services to meet your specific requirements and business needs.
  • How do you ensure the quality of your data entry services?
    We follow strict quality assurance processes to make sure that we deliver high quality data entry services to our customers.
  • How do you ensure the accuracy and security of the data you enter?
    We have strict quality control measures in place to ensure the accuracy of the data we enter. We also use secure data transfer and storage methods to protect sensitive information.
  • What is data entry?
    Data entry is the process of inputting information into a computer or other electronic system, typically by typing it in using a keyboard or other input device. This can include entering numerical data, text, or other types of information, depending on the specific application. Data entry is often used in a variety of industries, including business, healthcare, and government, to maintain records, process transactions, and perform other tasks.
  • Do you offer call recording?
    Yes, all our calls are recorded. Calls are available to you whenever you need them.
  • Are you based in the United States?
    Yes, we are based in California.
  • Are your agents bilingual?
    Yes, our agents are fluent in English and Spanish.
  • Can you customize your contact center services to meet my specific needs?
    Yes, we can work with you to customize our contact center services to meet your specific requirements and business needs.
  • What is healthcare contact center outsourcing?
    This type of outsourcing involves an entity that handles protected health information (PHI) contracting with a third party to answer inbound calls. Healthcare contact center outsourcing is one of many forms of business process outsourcing (BPO). We act as an extension of your organization and provide services that comply with the health insurance portability and accountability act (HIPAA).
  • How do you ensure the quality of the services your agents provide?
    We have strict quality control measures in place to ensure that our agents provide high-quality services. This includes regular training and performance evaluations.
  • How long does it take to set up a contact center for my office?
    The length of time it takes to set up a contact center for your business will vary depending on the size and complexity of the project. We will provide you with a project timeline after assessing your specific needs.
  • Why do I need healthcare contact center outsourcing?
    Customer support has become an integral aspect of the current healthcare landscape, playing a major role in patient retention and referrals. Our healthcare customer support services will empower your business to offer superior patient care through human engagements and top-quality treatments. This will significantly boost customer relations and improve brand loyalty.
  • Are Medical contact centers the next cost-saving measure for the healthcare industry?
    They are a powerful cost saving measure, but that’s far from their only benefit. They save time, hassle, and help your organization do what it does best: serve your community. It’s a must for any healthcare organization that is serious about optimizing their operation.
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  • How does Access Health ensure HIPAA - compliant practices?
    All messages can only be accessed through a secure login to guarantee confidentiality, and are only accessed by trained agents, handling the periodic change of passwords as a rule.
  • Will my patients health information be used to sell goods and services?
    No. All personal health information will be protected, and no information will be given to any third party.
  • How are Access Health agents trained in HIPAA compliance?
    All of our agents are trained and certified in HIPAA protocols. Our team completes multiple training courses in call handling practices, so they know how to correctly process any sensitive patient information.
  • What is HIPAA?
    The Health Insurance Portability and Accountability Act of 1996 (HIPAA) was created to protect sensitive patient health information from being shared without patient knowledge or consent. HIPAA requires healthcare organizations to store patient information in a format that is secure from data breaches and accessible only to appropriate individuals. The HIPAA Privacy Rule gives patients more control over their health information and set boundaries on the use and release of health records. As a BPO, we maintain compliance with the HIPAA Privacy Rule and support you in caring for your patients. You can read more about the HIPAA Privacy Rule here: https://www.hhs.gov/hipaa/for-individuals/faq/187/what-does-the-hipaa-privacy-rule-do/index.html
  • I have more questions regarding Access Health HIPAA compliance. Can you help?
    Yes! We are available. Call us at xxxxx
  • What type of encryption is used to ensure security?
    Encryption is based on the data being retrieved or stored. We utilize the RSA-2048 (asymmetric) and AES-256 encryptions methods. All data is encrypted and transported via HTTPS/SSL from the customer’s premises to the cloud platform for processing and storage.
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