Patient Care

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Patient access managed services

Connect patients to care with the right people and technology

Our patient access managed services are built around a simple idea: the right interaction should reach the right person, through the right channel, at the right time. From contact center operations and omnichannel scheduling to nurse triage, referral management, and revenue cycle protection at the front door, we manage every touchpoint in the patient access journey. Our team handles what needs a human, AI handles what does not, and experienced clinical oversight keeps every touchpoint working as one.

Patient access managed services

Improving patient access, one interaction at a time

Speed, clinical relief, and scale. These numbers show what that looks like in practice.

70%

Reduction in referral turnaround time for patients awaiting outreach

90%

After-hours calls resolved by our nurse triage team without involving the on-call provider

23%

Increase in scheduled appointments for healthcare organizations using our contact center representatives

Improving patient access across the care journey

Getting patients the right care at the right time starts with making the most of available clinical capacity. Managing Director Annie Zilius shares how health systems can reduce delays, eliminate unnecessary handoffs, and create a smoother path to care.

End-to-end support for patient access and care

Better patient experiences and stronger health system performance depend on getting many parts of the care journey right. Our global delivery model provides the breadth of services and scalability to support organizations where they need it most, with around-the-clock coverage and the ability to connect services across the patient journey. Our 95.6% likelihood-to-recommend rating reflects the confidence clients place in our services.

24/7 contact center operations

We run your patient access contact centers around the clock, with operations in the U.S., Ireland, the Philippines, India, and Puerto Rico. Patients can schedule appointments, get answers, and find their way to care when they need it, including evenings and weekends. With a 15%–30% average improvement in handle time, you gain greater efficiency and dependable coverage without the burden of staffing and overseeing a 24/7 operation internally.

Omnichannel scheduling

Patients can schedule appointments through their preferred channels with a model that balances automation and personalized support. Our teams design and manage scheduling operations, achieving 20%-40% digital containment without agent assistance. We also maintain 99.75% scheduling accuracy, helping patients get the right appointments the first time.

AI-augmented agents

We apply AI where it creates genuine value, automating routine scheduling, referral management, triage, and information routing so our service representatives can focus on the interactions that need a human. That shift reduces handle time and frees your team to deliver the kind of care and attention that patients remember.

Referral coordination

We manage referral worklists end to end across internal, incoming, and outgoing referrals, reaching out to patients directly, scheduling appointments promptly, and updating health records accurately. Your network stays intact, referrals move without bottlenecks, and patients reach the specialists they need.

Genesys cloud managed services

Get more from your Genesys investment with ongoing platform implementation, management, and optimization. Our teams handle the technology and operational complexity so your organization can focus on delivering a consistent patient experience.

24/7 nurse triage
Our registered nurse triage team uses peer-reviewed Schmitt-Thompson protocols to handle calls around the clock, supporting access center operations during the day and covering off hours, holidays, and weekends. Interactions are documented in real time within your electronic health record, ensuring care continuity for primary and specialty care providers. Patients get the guidance they need without an unnecessary emergency department visit, and your clinical teams stay focused on the bedside.

Care coordination and chronic disease management
We provide proactive, patient-centered care to individuals managing long-term health conditions or recovering from a hospital stay, combining clinical expertise with digital health solutions to enhance engagement, improve self-management, and reduce readmissions. Our registered nurses guide patients through chronic condition management, surgical preparation, and post-discharge follow-up through programs tailored to your patient population.

Ambulatory nurse care management
Our registered nurses and medical assistants act as an extension of your clinical team, handling patient messages, prescription refills, symptom assessments, and urgent concerns so patients get timely support without adding to your staff’s workload. They also proactively reach out to high-risk patients following hospital stays or surgery, helping them navigate recovery at home and stay connected to their care teams.

Prevention and wellness programs
We work with your organization to deliver personalized prevention and wellness support across telephone, webchat, SMS, and social media. Certified health coaches and clinical specialists work directly with your patient population on smoking cessation, chronic disease management, and annual wellness checks. We also support screening campaigns and care gap closure, helping patients stay engaged with their care and your organization between visits.

Clinical messaging/messaging refills

Working around the clock, our clinical team triages messages by acuity, processes refills within your approved organizational policies, and escalates urgent concerns to the right provider. Standardized protocols and EMR documentation ensure accuracy and continuity, so clinics start each day without a backlog and providers stay focused on direct patient care. We also support seamless collaboration across care teams by ensuring the right information reaches the right provider at the right time.

Revenue cycle management and secure payments

From eligibility verification and denial prevention to secure payment capture, customer service, financial clearance, cash posting, and reconciliation, our teams manage revenue cycle operations from scheduling through final payment. This integrated approach helps reduce rework and accelerate cash collection.

Prior authorization management

Our specialists handle prior authorization submissions and follow-up with insurance providers, working alongside your existing staff to keep requests moving. We also identify potential denial issues early, helping patients access care sooner while reducing the administrative burden on your team.

Accounts receivable and denial management

We handle follow up and resolution across third-party insurers, identify the root causes of denials, and implement workflow improvements that reduce recurrence month after month.

Related services

Our patient access managed services work alongside Huron’s broader advisory and managed services capabilities. When transformation and ongoing operational support need to work together, these are the services that connect them.

Physician enterprise and access to care consulting

We work with healthcare organizations to strengthen physician enterprise performance and expand access to care. From physician alignment and ambulatory strategy to optimizing clinical capacity and improving workflows, our services focus on making better use of resources, improving the patient experience, and supporting sustainable growth.

Revenue cycle consulting

Our revenue cycle advisory and transformation services focus on improving financial performance across the entire revenue cycle. We identify opportunities to increase revenue, reduce the cost to collect, and redesign processes, operating models, and technology to drive stronger, more sustainable results.

Revenue cycle managed services

We take responsibility for day-to-day revenue cycle operations, whether you need support for specific functions or the entire revenue cycle. Our teams combine hands-on operational support with AI, automation, and continuous improvement to increase cash collections, reduce denials, lower costs, and ease staffing pressures.

Unlocking the financial value of patient access

A better patient experience can also mean a healthier bottom line. Managing Director Isaac Sieling explains how integrated patient access and revenue cycle managed services help health systems strengthen financial performance while making it easier for patients to get care.

Connect with a patient access managed services expert

Talk with our team about your patient access challenges and explore how managed services can improve clinical capacity, ease workforce pressures, and strengthen financial performance.

Conor O'Byrne

Conor O'Byrne

Managing Director

Conor helps healthcare organizations improve patient access, care coordination, and patient experience through scalable managed services, connected health, and AI-enabled service models. He brings more than 20 years of experience working with leading healthcare providers to transform patient access operations and improve how patients connect with care.

Chris-Kerby

Chris Kerby

Managing Director

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Healthcare Performance Improvement, Physician Enterprise

For over a decade, Chris has helped clients improve ambulatory operations, patient access to care, and revenue cycle performance.

Valerie O'Brien

Valerie O'Brien

Senior Director

Valerie brings more than a decade of experience helping healthcare organizations improve patient access, engagement, and administrative operations through managed services, consulting, and technology-enabled solutions. She works with health systems to address complex operational challenges, design scalable service models, and create more seamless experiences for patients and care teams.

Contact Valerie