The Ambulatory Access Center is the centralized access office for MGH and MGB service lines. We offer tiered/pod-based models of engagement with departments and practices with a range of services. Our primary focus is patient scheduling, call management, Epic referral workqueue management, and patient registration.
Our goal within the Access Center is to increase patient access for the communities we serve while ensuring our clients and employees feel they made a great decision to join our centralized model. We want you to feel welcomed, valued, and connected from your first interactions with us and throughout our partnership.
Our three tiers include:
Our Tier I service allows ambulatory practices to manage their call volume with dedicated Access Center support for quality assurance and training. This model analyzes the patient call experience, operational metrics, call quality, and monthly coaching.
Our Tier II model leverages CAS resources to manage our referral workqueue to the specified ambulatory guidelines and Cisco ACD functions to process new patient appointments. It includes all services offered in our Tier I model. This model also includes the following:
- Front-facing call management for new patient appointment scheduling
- Includes project management
- Telecom projects (phone tree optimization, call recordings, and custom Cisco reports)
- Decision tree guided scheduling efforts
- Patient Gateway campaign management
- Weekly telecom reports for new patient appointment volume
- Monthly operations meetings with reports and new patient data
Our Tier III model leverages CAS resources to manage new and established patient appointments and includes services from our Tier I and Tier II models.