MSOs & Multi-site Medical Groups · ACCESS
Patient Access & Referral Performance.
Shorter time to appointment and more referrals converted into visits, with scheduling, intake and referrals run as one managed flow across sites.
The problem this solves
- New patients waiting weeks while templates run below capacity
- Referrals lost between fax, portal and phone with no closed loop
- Phones, voicemail and portal messages handled differently at every site
What we measure
- New-patient lag and third-next-available appointment
- Referral-to-visit conversion by source
- Template utilization and no-show rate
Every program starts by baselining these numbers in your systems. Results are reported against your baseline, not against industry averages.
The playbook
01
Central scheduling and contact center redesign
Scheduling rules, templates and call handling standardized across sites, with automated agents handling routine booking, rescheduling and reminders while staff take the complex calls.
02
Referral intake and closed loop
Referrals captured from every channel, checked for completeness, authorized where required and scheduled, with status reported back to the referring office.
03
No-show recovery and backfill
Reminders targeted by risk, cancelled slots backfilled from the waitlist, and outreach to patients overdue for a follow-up their clinician has ordered.
The market context, in published numbers
82.0%
of US physicians were employed by hospitals or corporate entities, including private equity firms and health insurers, as of January 1, 2026
31 days
average wait for a new-patient physician appointment across six medical specialties in 15 large US metro areas, up 19% since 2022
39
prior authorization requests completed per physician per week on average, taking physicians and their staff an average of 13 hours a week (AMA survey of 1,000 physicians, late 2024)
60%
of medical group leaders reported an increase in claim denial rates versus the same period a year earlier (MGMA Stat poll, 235 responses)
$21B
remaining US healthcare savings opportunity from fully automating manual and partially manual administrative transactions between providers and health plans
CAQH (now DataSpring), 2025 CAQH Index, released February 19, 2026 (2026)
Figures are third-party market benchmarks from the cited sources, not Ometz Partners client results. We share them so you can size the problem before we ever talk.
Capabilities
What the Customer & Patient Access program covers.
Contact-center redesign
Call flows, routing, staffing to demand and quality measures for centralized or multi-site access teams.
Voice and chat agents
Agents that answer, schedule, reschedule and handle routine questions across sites and after hours, with warm handoff to staff and a full transcript of every conversation.
Referral and intake management
Referrals from physicians, hospitals and partners captured, tracked and worked to a booked first visit or start of care, with leakage made visible by source.
Eligibility and benefits verification
Insurance eligibility, benefits and patient estimates prepared ahead of the visit, so neither the patient nor the front desk is surprised at check-in.
Client onboarding and account opening
Document collection, KYC data gathering and form preparation for wealth managers, broker-dealers and advisory platforms, checked for completeness before submission.
Recall, reminders and reactivation
Recall, rebooking and reminder programs for hygiene, therapy plans, memberships and annual reviews, measured by appointments kept.
Service request handling
Address changes, statement and transfer-status questions and other routine requests resolved or routed with context, and logged to the CRM or practice system.
Also in the MSOs & Multi-site Medical Groups program
MARGIN
Front-End Revenue Cycle & Denial Prevention
Fewer denials and faster cash, by fixing eligibility, authorization and registration before the claim and working what still denies through prioritized workqueues.
VALUE CAPTURE
Acquired-Practice Integration
Each acquisition reaches platform performance sooner, on one operating model, with the synergies in the investment case tracked against a baseline.
Next step
Size this opportunity in your own numbers.
The Performance Diagnostic runs for two to four weeks at a fixed fee and ends with a baseline, three priced improvement plays and a 90-day plan. The findings are yours whether or not we continue.