Consulting Services

We deliver success.

Our team of experienced patient access, clinical, contact centre and technology consultants have helped transform healthcare organizations across the world.

We Care about your organization.

We provide the knowledge and expertise to design, optimize, and implement best-in-class patient access and patient engagement models, and leverage the latest in technology including self-scheduling and chat bots. We have developed a diverse set of solutions that enable health organizations to deliver a more cost effective and simplified access to care journey for patients, delivering exceptional care to patients and improved revenue cycle management. 

Operational Transformation & Contact Centre Consulting

Contact Centre Design
IT & Telephony Optimization
Robotic Process Automation
Business Intelligence Reporting
Smartsourcing Sustainability & Readiness Assessment
Operational Excellence Support

Revenue Cycle & Clinical Operations Consulting

Decision Tree Design
Scheduling Guideline Optimisation
Referral/Prior Authorizations Re-Engineering
Holistic Current State Assessments
Operational Healthchecks
Nurse Triage/Clinical Programme Design
Clinical Protocols & Escalation Pathway Design

Contact Centre Support Services

Quality Best Practice Benchmark Blitz
Quality Assurance & Control Program Design & Implementation
Outsourced Quality Management Programs
Workforce Management
Employee Training & Development

Consulting Services

Our Current State Assessment (CSA) is a detailed diagnostic analysis of a healthcare organization’s contact centers and patient access strategy. The assessment is designed to obtain a clear understanding of strengths, opportunities, and readiness to develop an elevated patient and provider experience.

Our team of multi-faceted consultants have over 150 years of combined leadership and service optimization success and are experts in the design of operational strategies that optimize service delivery and performance excellence.

We are experts in:

  • Patient Access
  • Quality Assurance and Control
  • Executive Leadership Training
  • Employee Engagement
  • Staffing Analysis and WorkForce Optimization
  • Management
  • Continuous Process Improvements
  • Telephony & Technology Optimization
  • Scheduling Protocol Enhancement
  • EHR Scheduling Logic Design

RelateCare has a number of consultants who are experts in the design and implementation of scheduling logic/decision trees. Our consultants work closely with your organization to develop the scheduling logic/decision trees based on the needs of each department and physicians.  We design scheduling logic for adaptation into the electronic health record.  Optimization of template management is performed in tandem with scheduling logic development.

Our training programs are designed to boost employee satisfaction, engagement and retention, and an increase in call quality to maintain a more empathetic engagement with patients and their families. Additionally, we develop a series of specific metrics for call times, productivity, and customer satisfaction so you can measure your success along the way.

Technology enabled clinical processes are a key part of any modern healthcare organization. We assist healthcare organizations in not only choosing and implementing the technology platforms but train in the implementation of these programs to ensure technology and telephony is being used in the right way.

Our leadership training programs are geared toward aiding leaders at all levels to manage best in class contact centers.   We develop and deliver tailored training curriculum to meet specific client business needs, including employee and provider engagement, satisfaction, and retention.

Latest Insights

Improving Patient Scheduling with Decision Trees

Scheduling patients with the right provider at the right time at the right location has been the mantra for scheduling optimization projects for a long time now. In recent years, location has been complicated with the use of online / virtual options. Providers and patients can now be connected without needing a physical location. Now, more than ever before, we are seeing scheduling efficiency at the core of healthcare access operations.

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