Service

Clinical Access and Triage Management Services

Access-management services for providers who want to route patients to the most appropriate care setting to optimize resources and manage costs, simultaneously driving patient volume and satisfaction.

 

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OptimizePatient-Access Strategies and Care Utilization

  • Align needs to resources by routing patients to the most clinically appropriate, cost-effective care setting
  • Help patients avoid unnecessary higher-cost settings such as emergency departments (EDs) to minimize their out-of-pocket expense and your risk of bad debt 
  • Leverage expert clinicians, evidenced-based protocols, and clinical decision support tools to drive success
  • Keep patients in your network by giving them timely clinical guidance on health concerns and care options that support improved care outcomes
  • Reduce the risk of costly and unnecessary readmissions and help ensure resources allocated to secondary and tertiary care are used wisely 
  • Benefit from technology-enabled workflows that deliver best-in-class service and enable you to continually monitor and measure performance

Triage of Patients: Align Access, Setting, and Cost

  • Be Patients’ Go-To Resource

    • Our clinicians average 10+ years of clinical experience, with specialized experience in care management and telehealth services.
    • We assist patients seeking help with illnesses and injuries, medication compliance, chronic case management, post-operative follow-up, test results, and discharge planning compliance.
    • We route patients to the most appropriate care setting—provider office, urgent care, or ED—and schedule office visits directly with providers. Triage outcomes are documented in the patient’s medical record.
    • Our services are flexible; they can be used for temporary support or can become an extension of your organization.

  • Access Advanced Technology

    During implementation, we invest significant time in discovery to understand your clinical pathways, which are then leveraged along with industry-standard, evidence-based pathways to develop the script and patient flow.

    Our call center infrastructure and telephony technology services include:

    • Calibration – helps ensure quality standards and outcome expectations are understood and met
    • Side-by-Side Screen Capture Monitoring – facilitates navigation efficiency and appropriate system actions, and leverages provided tools
    • Silent Monitoring – focuses on soft skills and adherence to scripts
    • Focused Audits – isolate outliers and/or new processes
    • Quality Program – helps ensure adherence to standards and protocols for providing clinical advice to patients 
    • Dashboards – use analytics to track and measure results

Our outcomes

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