Medical Practice
Patient Engagement & Support
On-Screen Customer Representative
CPCG offers On-Screen Customer Service Representatives (OCSR) at your medical practice to enhance the patient experience and seamlessly coordinate patient flow and information across your enterprise.
Patient Outreach
The CPCG team of skilled Patient Care Advocates leverages streamlined processes, robust resources, and advanced digital tools to enhance and transform the patient engagement experience effectively.
Patient Intake Management
A robust intake management system streamlines order processing, drastically reduces manual tasks, and virtually eliminates errors. This efficiency ensures seamless workflow throughout your organization.
How Does it Work?
- CPCG provides ready to ship kiosks including everything your site needs to establish a connection with our team of OCSRs
- Patients will be greeted in the appropriate language when they enter your location and the OCSR will quickly process prescriptions and answer patient questions
Services Delivered
- Insurance & prescription verification
- Claim processing
- Data entry
- Scheduling
- Inbound Calls
- Document management
- Escalations
Capabilities
- Services offered in English + Spanish-OCSR's are highly trained and experienced with patient management
- Significant backend resources to support your business.
- Scalable. Additional OCSR's can be made available at the touch of button as patient volume increases.
Key Benefits
- The OCSRs accelerate the queue by swiftly taking orders, directing them for backend processing, and promptly assisting the next patient
- The CPCG team supports business continuity by adopting your procedures into our operating mechanisms
- Exceptional value
~5 minutes
average handling time
<30 seconds
average patient wait time
>96%
Answered calls ratio
Services Offered
- Item availability
- Pricing inquiries
- Prescriber questions
- Order status
- Service support
- Product questions
- Email and chat support
- Customizable dashboards
CPCG leverages the analytical power of Microsoft Power BI to monitor, track, and enhance the performance of the inbound and outbound calling functions at your business
Inbound & Outbound Calling
Better manage high patient volume and deliver superior care
~5 minutes
average handling time
<30 seconds
average patient wait time
>96%
Answered calls ratio
Services Offered
- Patient Status
- Appointment Scheduling/Reminders
- Collection/Payments
- Prescriber questions
- Email and chat support
- Customizable dashboards
CPCG leverages the analytical power of Microsoft Power BI to monitor, track, and enhance the performance of the inbound and outbound calling function at your business
80-100
orders processed daily by a CPCG representative
Services Offered
- Prior authorization
- Item confirmation
- Eligibility verification
- Insurance coverage
- Software Systems
- Patient Information
- Data entry
CPCG leverages the analytical power of Microsoft Power BI to monitor, track, and enhance the performance of your patient intake process
