The Role of Patient Concierge During Surge in Healthcare Demand

Today, business owners recognize the surge in healthcare demand can impose risks in health and business because this overburdened the healthcare system. It also means that if a patient’s inquiries are not managed well, it results in increased frustration and ultimately making them unsatisfied with the healthcare service they’re receiving from your company. Lastly, financial stress can surface and lost productivity from your healthcare team creates even greater chaos.

But like all high-achievers business owners who are forward-thinker, and solution-oriented, they recognize that one of the most productive solution is to outsource a team of Revenue Cycle Management (RCM) such as a team patient concierge to address specifically surge in patient inquiries during a surge of healthcare demand. To fully appreciate their support in this type of business challenge, here are the 3 major roles:

1. Decrease Patient Wait Time

With limited staff and long queues, wait times are alway inevitable. The traditional system’s way to counter this is increasing in-house staff numbers to accommodate the surge which poses  an enormous and expensive operational expense for healthcare organizations. But by outsourcing a relatively low-cost team of patient concierge with a trusted partner, you can get better results for significantly less cost – freeing up funds for use elsewhere.

An outsourced team of patient concierge allows your core healthcare members to focus on patient and treatment related responsibilities because calls, emails, and other forms of inquiries will be addressed by this dedicated team, lessening your patient’s wait time because someone will respond solely for their concerns. This also allows a smooth patient flow because they can book appointments in their own time and get updates without leaving the comfort of their own home. An outsourced patient concierge team is also available 24 hours a day and requires minimal interaction. Just a few taps of a phone and an appointment is booked.

2. Encourages patient-centered care

As mentioned above, having a dedicated team of patient concierge during surge of healthcare demand enables your medical staff to focus on patient-centered duties. No healthcare experience will be positive if the actual treatment and care your team member is providing is only half-focused efforts. With a dedicated patient concierge team, medical staff are kept informed of not only appointments but all relevant information they need to know before a patient arrives or visits your hospital. They will be well guided through all necessary information throughout the patient’s journey resulting in patients feeling well taken cared and heard. Outsourcing your patient concierge team makes every appointment more efficient and encourages building a better patient relationship.

3. Ensures Patient Satisfaction

Patient concierges work strategically by targeting critical areas that affect overall patient satisfaction. Decreasing wait time and allowing medical team members to focus on patient care ensures increased patient satisfaction. In a survey, it states that 99% of patients agree that their satisfaction increased because of the hospital’s concierge service. 

And since a team of patient concierges manage the non-clinical responsibilities to primarily focus on patient concerns prior, during and after the course of treatment, the benefits are four-fold; high patient satisfaction, streamlined patient flow, clinical efficiency and decrease in clinician burnout.

It has been identified that 20-30% of dollars spent in the US healthcare system is sent to waste due to unnecessary spending, building a team of patient concierge is best done with a trusted outsourcing partner. They usually have A+ recruitment process that can hire and on-board your team within 30-45 days, have access to world-class talent at a more cost efficient labor cost allowing a projected savings of up to 70%, and a Net Promoter Score of 67+ as your insurance of the quality of service as well as the operational excellence they can provide to your company. All of these best traits yield to:

• Operational excellence
• Building a great, high-performing Patient Concierge and RCM team
• Operational cost savings of up to 70%
• Information and data security thru ISO 27001 and 9001 certification, GDPR, HIPAA compliance
• 100% overall patient satisfaction
• 95% first call resolution
• 71 Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performance Revenue Cycle Management team composed of:

Patient Support Services

• Patient Concierge Specialist
•  Insurance Verification Specialist
• Collections Specialist
• A/R Specialist

Provider Management Services

• Medical Coders
• Medical Billers
• Claims Processors
• Enrollment Processors
• Denial Management Specialist

Health Analytics and Risk Management Services

• Healthcare Analyst

Others

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.

For a free business consultation, you can schedule an appointment here.