Today's providers are facing conflicting objectives: improved patient outcomes, better, more consumer-centric engagement, and cost-efficient, agile operations.

One key area of focus is patient engagement and ease of navigating their care journey—from the first impression—including scheduling and appointment verification to payment coordination and quality care outcomes. These critical moments of truth can be patients' determinants in healthcare choices. HGS's Health Management services help our provider clients to optimize their patients experience, community engagement, retention and grow while realizing new revenue streams.

How We Do It

What started as a mix of standard clinical intake and insurance related calls has expanded to include processes that require even greater sensitivity, professional clinical expertise and judgement—a scope that today includes case management, medical necessity review, and level of care assessments. HGS's clinically skilled team members provide:

  • Scheduling, Appointment Reminders
  • Verification Services
  • Prior Authorizations
  • Patient Care and Remote Patient Monitoring
  • Nurse Triage Support
  • Community Health Services
  • Medicare, Medicaid, and Private Pay Coordination
  • Pre-Admission and Discharge Coordination
  • Quality Monitoring of Patient Satisfaction

Our Value

HGS can provide Health Management to drive real outcomes, such as:

  • Cost containment, supported by our rightshoring approach and innovative solutions such as intelligent automation, data analytics and omnichannel support
  • Upstream focus for downstream efficiencies, including faster, more accurate payment and reduced denials
  • Reduce re-admissions through remote patient care, post procedures
  • Better recruitment and retention of patients, with decreased no-shows and improved management of caregiver time
  • Improved patient and provider satisfaction, with enhanced Star ratings and NPS and CSAT scores
  • Responsive and proactive customer care, with significantly improved scores for metrics for Average Handle Time (AHT) and First Call Resolution (FCR)
  • "Single front door" to create and execute much more targeted and relevant patient marketing and engagement programs
  • Data capture to help develop more consistent scheduling processes and templates that can be leveraged to drive self-service scheduling and digital patient-engagement strategies
  • Provider-payer lifecycle expertise and focus comprising of data-sharing and insights
  • Reduced overhead with better workflow of patient scheduling, education, point of service collections and enhanced care coordination, to reduce administrative overhead
Serving Patients on behalf of Providers and Payers
Industry-Leading Compliance
Holistic Provider-Payer Lifecycle Focus