A global health tech company needed to operationalize and digitally activate a 125,000 square foot facility that offers day surgery, outpatient consultations and diagnostic services for over 30 clinical specialties.

We directed the operational readiness strategy, aligning multidisciplinary teams, designing of workflows and policies and conducting readiness assessments to ensure launch-day success for the access to care and patient experience functions.

Results Achieved:

• • Seamless go-live of the Day Surgery Center
  • Operational coordination across 30+ clinical specialties
  • Immediate access to efficient, patient-centered surgical care

A large tertiary care facility needed to operationalize and digitally activate its 205,000 square foot oncology facility.

We designed and implemented a targeted patient access strategy, integrating optimized workflows that addressed the unique needs of oncology patients from first contact to ongoing treatment.

Results Achieved:

• • Seamless go-live of the Oncology Center
  • Improved patient access and care coordination
  • Enhanced patient satisfaction and staff efficiency

A large tertiary care facility needed to operationalize and digitally activate access-to-care and upfront revenue cycle workflows for over 50 specialties, admissions and an emergency room.

We led go-live readiness efforts for access-to care, including workflow development, policy creation, EMR module design, and scenario-based testing for patient registration, scheduling, admissions, authorizations, and upfront financial operations.

Results Achieved:

• Successful facility-wide go-live with no disruption to care
• Fully operational EMR and upfront revenue cycle modules from day one
• Established standardized workflows across inpatient, emergency department and outpatient services

The organization lacked a dedicated structure to manage the unique needs of international patients, including language barriers, travel logistics, and tailored care experiences.

Our Solution:
We designed and launched an International Patients Department, complete with customized workflows, staffing models, concierge services, and cross-border coordination protocols.

Results Achieved:

• Fully functional International Patients Program
• Streamlined services for patients from 70+ countries
• Elevated global brand visibility and patient trust
• Attainment of Global Healthcare Accreditation for Excellence in Medical Travel

The client faced delays and denials in insurance eligibility and prior authorization processes due to manual data handling, inconsistent payer requirements, and limited visibility into real-time insurance information.

We deployed an AI-driven solution to automate and optimize the insurance eligibility and authorization workflow.

 Results Achieved:

• Seamless integration of AI platform with existing Electronic Medical Record (EMR)
• 28% decrease in insurance denial rates, resulting from proactive error identification and improved submission accuracy.
• Significant reduction in patient wait times, with faster authorization approvals enabling more timely access to care.
• Enhanced administrative efficiency, freeing up staff for higher-value tasks.

The organization struggled with disconnected patient data across 12 facilities and 6 different EMR systems, making it difficult to manage the patient journey, personalize communication and reduce access leakage.

We designed the operational workflows leading to a robust CRM platform that integrated all sites and EMRs, enabling a centralized, enterprise-wide view of the patient and improving cross-functional coordination.

Results Achieved:

• Enhanced data interoperability and patient tracking
• Centralized CRM supporting marketing, access, and care coordination
• Improved ability to manage and personalize patient journeys

The healthcare entity was facing fragmented digital touchpoints, leading to inconsistent patient engagement and limited visibility across care settings.

We worked along with an IT vendor and multidisciplinary teams within the entity to lead the operational workflow design and end-to-end customer journey mapping to support the successful rollout of a mobile patient app across multiple facilities; ensuring a seamless, branded experience from scheduling to follow-up.

Results Achieved:

• Unified mobile experience across all care locations
• Increased patient engagement and satisfaction
• Streamlined digital access to care and self-service options

One-way communication and outdated systems limited patient access to timely support, leading to missed appointments and increased call center volumes.

We implemented a 2-way patient communication platform, enabling real-time text, email, and mobile interactions between patients and healthcare teams.

Results Achieved:

• Improved appointment confirmations and follow-ups
• Enhanced patient engagement and responsiveness
• Reduced manual workload for front-office and access teams

The legacy on-premises phone system for a healthcare facility managing 1.2million+ inbound calls annually lacked scalability and automation capabilities, affecting response times and disaster recovery readiness.

We upgraded the contact center to a cloud-based telephony solution, enabling better call routing, system flexibility, and remote agent functionality.

Results Achieved:

• Improved uptime and call quality
• Enhanced flexibility for remote and hybrid work
• Scalable infrastructure for future growth

With over 1.2 million+ inbound calls annually, the client needed to streamline agent workflows and reduce call handling times.

We worked with a vendor to implement CTI technology that integrated phone systems directly with the EMR, giving agents real-time access to caller data and reducing manual lookups.

Results Achieved:

• Reduced average handling time (AHT) by 30% and improved first-call resolution
• Increased agent efficiency and productivity
• Seamless access to patient data during live calls

Staff across clinical and non-clinical roles lacked standardized training on how to consistently deliver high-quality patient experiences, leading to variability in service and patient satisfaction.

We designed targeted learning and development tools tailored to various staff roles. These tools aligned with the organization’s service values and supported a consistent culture of patient-centered care.

Results Achieved:

• Improved service delivery across patient touchpoints
• Increased staff confidence in managing patient interactions
• Strengthened organizational alignment around patient experience goals

The healthcare enterprise struggled to understand gaps and inconsistencies in the patient journey across departments and locations, leading to fragmented care and unmet expectations.

We conducted a detailed review of patient feedback across the enterprise and created a patient journey capturing pain points and opportunities from appointment scheduling to post-discharge follow-up. Insights were used to redesign touchpoints for a more seamless experience.

Results Achieved:

• Greater visibility into patient experience challenges
• Actionable recommendations that improved care continuity and satisfaction
• Aligned stakeholders around a unified patient-centric vision

With a growing workforce, the organization needed to upskill thousands of employees in patient experience best practices; while maintaining consistency, quality, and cultural alignment.

We developed and facilitated scalable, customized training programs covering service excellence principles, communication skills, and empathy in care; targeted to both new hires and existing staff.

Results Achieved:

• Over 4,000 employees trained with consistent service standards
• Enhanced staff engagement and accountability for patient experience
• Elevated patient satisfaction and staff performance metrics