Sutter Physician Services’ Patient Access Solutions (PAS) business unit helps health care organizations such as physician groups, IPAs, accountable care organizations (ACOs), health systems and health plans by providing a convenient, central point of access for patients or health plan members seeking care or information. Services include patient registration and appointment scheduling, clinical advice, care coordination and general patient/member information.

PAS operates contact centers that leverage technology, proprietary tools and stream- lined workflows to offer around-the-clock clinical and administrative services that enhance patient/member experience, eliminate barriers to scheduling patient care, and improve the efficiency of staff resources.

The PAS AdvantageHealth Care Focus PAS is focused specialized requirements of health care and insurance clients.

Rapid and Efficient Implementation Our proprietary Denali© implementation process ensures the smooth and rapid transition

of patient/members service interactions of even large health care organizations to PAS’

contact centers.

Efficient Staffing PAS’s large scale, IT infrastructure and experienced workforce management analysts

enable accurate projection of call volume ensuring staffing levels are maintained at all

times to achieve performance targets without overstaffing.

Track Record of Superior Performance PAS has consistently achieved key contact center performance metrics such as

average speed to answer, abandoned rate, and patient and member satisfaction for

over five years.

Advanced Technology Platform The latest telephony technology, such as voice analytics, smart IVR, and call recording

is utilized.

Patient Access Solutions

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Clinic AccessPatient Access Highly trained Patient Service Representatives (PSRs) act as the primary telephonic contact for patients to manage patient registration, appointment scheduling and general questions such as hours of operation or office location.

Answering Services Handles after hours, patient calls related to such issues as accessing care, appointment time and location and bill payment.

Patient Portal Support Online patient portal user support covering assistance with functionality issues, appointment scheduling, online bill payment, prescription renewal requests, and other online services.

Outbound Call Campaigns Custom outbound call programs developed in coordination with client to inform patients, members or care teams of new developments or opportunities or increase patient participation or engagement in health-related programs and events.

Patient Billing and Collections Provide support to the central billing office by performing tasks associated with the revenue cycle such as: addressing patient billing inquiries, making outbound calls related to financial balances, and handling dispute resolution.

PAS Service Line

Clinical AccessNurse Advice Primary and specialty clinical advice for patients or health plan members, offered around-the-clock, or as needed.

Prescription Renewal Nursing support for physicians in the handling of patient requests for prescription renewals.

Health Plan/ACO ServicesHealth Plan Member Services ACO and health plan member support such as addressing questions of eligibility, benefit coverage, care access and general informational questions.

Provider Services Handling of inquiries from health care providers concerning matters such as claim status, authorizations/referrals, eligibility, and related administrative issues.

Care CoordinationAdvanced Illness Management (AIM) Nurse Advice Employs evidence-based principles of care coordination and transitions, palliative care, and self-management to patients with advanced illness.

The PAS Advantage - con’t

Knowledge Management System PAS’ proprietary knowledge management system enables our service representatives

to focus on providing accurate and useful information that supports first-call resolution,

and attain a high degree of familiarly with our client’s medical practices.

Standardized Workflows

Standardized, best practice work flows that ensure consistent contact quality and

efficient resolution.

Single-call Resolution

Ability to efficiently integrate clinical staff into work flows that lead to a single-call

solution for patients.

Phone: (855) 452-7500 Email: info@sutterphysicianservices.com www.sutterphysicianservices.com

To discuss how Sutter Physician Services can optimize the patient access for your organization, contact a sales representative today.