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Patient Access: The First Step on the Journey to Improving the Patient Experience

In the wake of healthcare reform, ICD-10 and the shift to value-based performance, hospitals, health systems, academic medical centers and physician practices are facing the need to achieve more key financial objectives than ever before, including the need to improve performance and efficiency, reduce denials, reduce appointment no-shows and referral leakage, and secure pre-service payment collection.

As more and more organizations embrace value-based care, the concept of “Patient Experience” has become an extremely important measurement of success. It constitutes 7 of the 33 accountable care organization quality measures defined by the Centers for Medicare & Medicaid Services and it is increasingly being recognized as a key driver of everything from patient loyalty to quality of care to pre- and post- service payment collection success.

The Right Healthcare Call Center Makes the Difference

But with all these objectives on their plate, how can healthcare providers drive up patient satisfaction scores? These healthcare organizations are often too busy to handle the high volume of calls effectively that come in throughout the day on top of everyday responsibilities. Many are turning to remote medical call centers to improve their patients’ ability to connect – whether for scheduling, patient support information, billing and collections or other forms of support. In addition, health systems are seeking ways to use a centralized medical call center as a way to improve and streamline registration, scheduling and patient referrals from disparate clinics, practices and surgery centers.

Patient Access and Healthcare Call Center Services

But not all healthcare call centers are created equal. To achieve your patient access goals, it makes sense to seek a medical call center solution from McKesson, whose representatives have healthcare experience, whose metrics offer wait times of less than 60 seconds, where there is 99% call routing accuracy and whose robust infrastructure offers high availability, scalability and security. After all, these capabilities do drive patient satisfaction.

McKesson’s Patient Access Services are most useful for hospitals and their employed practices as well as independent practices with more than 15 full-time physicians. Our comprehensive medical call center solution handles daytime and after hours patient calls for organizations who receive more than 60,000 patient calls annually. This call volume can be made up of appointment calls, prescription refill requests, taking messages for nurses, medical requests, patient portal requests, and more. Our compassionate team of professional, healthcare experienced patient access representatives can assist your patients before they come to your office and after their visit, to ensure a seamless and pleasant patient experience.

Optimize Revenue and Improve the Patient Experience with Patient Access Services

Patient Access Services help you improve the patient experience while controlling costs and optimizing reimbursement. McKesson's comprehensive patient access services help hospitals and physicians assess and improve the financial health of their organization from the front end of the revenue cycle. An efficient revenue cycle starts at the front door. By improving the quality of patient registration and billing data at pre- or point-of-service, your revenue cycle can run at top speed.

From nurse advice, triage, disease management programs and post discharge follow up to pre-admission education, appointment scheduling, referrals, and billing/collections, healthcare call center services from McKesson will enable your health system or physician organization to quickly answer virtually any patient inquiry.