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BENCHMARKS: Patient call center cost per call

In this article about how health systems can improve patient access, the author, a consultant with ECG Management Consultants, discusses open access scheduling, patient navigators, telehealth services, and patient contact centers.  I particularly like the patient contact center statistics that the author provides, based on the experience of this consulting firm.

Patient Contact Centers (Call Centers)

  • $500,000 to $1 million initial capital investment (based on whether or not space is available and whether existing staff can be re-assigned)
  • $1 million ongoing call center cost per 500,000 patient interactions
  • Groups that have 100 or more providers particularly should evaluate this strategy

Source: Gingrass, J. (2015, Apr.). Changing the channel: strategies for expanding patient access. HFM. Healthcare Financial Management, 69(4), 64-68. Retrieved from http://marketing.ecgmc.com/acton/attachment/10977/f-0142/1/-/-/-/-/Changing-the-Channel_Strategies-for-Expanding-Patient%20Access_April-2015.pdf   Posted by AHA Resource Center (312) 422-2050, rc@aha.org

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