Choosing a Patient Access Company for a Multi-site Medical Group

Patient access companies typically come in one of two forms. There are platforms like Luma Health, Phreesia, or Relatient that handle the automation of intake, reminders, and scheduling, and there are service partners like ROI CX Solutions, which staff and operate the patient access process across all of a multi-site medical group’s locations.

As a service partner, ROI CX Solutions has achieved excellent results for patient access, from reducing ABA by 81% for one multi-site local clinic to reducing patient no-show rates by 75% for another.

Most multi-site groups will need both a service partner and patient access platform to get the best results.

What are patient access platforms best at?

Platforms are built to automate the patient-facing steps of patient access and reduce the overall manual workload for staff.

3 of the leading patient access platforms (Phreesia, Relatient, and Luma Health) each have their own particular strengths.

Phreesia

    • Automated reminders and surveys
    • Digital intake and check-in
    • Insurance eligibility checks
    • Payments
    • Registration
    • Scheduling

Relatient

    • Chat
    • Digital registration
    • Messaging
    • Payments
    • Scheduling and self-scheduling

Luma Health

    • AI navigator for inbound calls and after-hours requests
    • Communication
    • Follow-ups
    • Intake
    • Referrals
    • Scheduling

What does software leave undone?

Software alone can’t do everything. A human being still needs to work on the exceptions, which include things like calls that automation can’t resolve, incomplete referrals, unanswered confirmations, and waitlist backfill.

What changes with multiple locations?

When multiple locations get involved, each site tends to develop its own workflows, and staffing can get uneven. The nature of these inconsistencies can even make the metrics difficult to compare from site to site.

Learn how [centralized patient access] can address these problems.

Do you need a platform, a partner, or both?

Condition Platform? Partner?
Short-staffed X
High turnover X
High referral volume with leakage X
No digital intake or self-scheduling X
Most multi-site groups X X

What should you ask any vendor?

  • How does your platform or staff integrate with our EMR?
  • Who handles the exceptions that software alone can’t take care of?
  • How are HIPAA and BAA obligations covered?
  • Can you access reporting site by site?
  • Who is accountable for results?

Where does ROI fit?

ROI runs patient access as a dedicated function on one of the various existing platforms that you already use. We handle calls, confirmations, backlogs, and referrals across all of your locations. Every account has a Director of Operations who holds P&L authority and stays accountable for results.

What results has ROI CX delivered?

    • Reduced patient call abandonment rate (ABA) from 27% to 5%, greatly expediting the time it took for patients to be seen. 
    • Reduced patient no-show rates by 75% by confirming appointments.

How do multi-site groups get started choosing a patient access partner?

The best place to begin is by documenting your current workflows, tools, and pain points. These may differ at each site, so keep that in mind. From that audit, you’ll pull out baseline numbers for various metrics, like your no-show rate, call abandonment, and referral turnaround. This will give you a more accurate idea of which stats are in need of improvement and therefore could stand to be handed off to a patient access partner.

Ready to see what a patient access partner can do for your group? Talk with ROI CX Solutions today for more information!

Contact us today