ACCESS
Faster, simpler access for patients, clients and customers, at a lower cost to serve.
Access is where demand becomes revenue or leaks away: the call that rolls to voicemail, the referral that waits days for intake, the insurance check that delays a first visit, the account-opening packet returned not in good order. We redesign the access journey end to end, from contact center and scheduling to intake, verification and onboarding, then deploy voice and chat agents and automation where they shorten the path. Staff handle the conversations that need judgment, with the context already in front of them.
The outcome
What changes when the program runs.
More demand converted
Calls, referrals, web requests and inquiries answered and booked while intent is high, across every site and after hours.
Shorter time to first visit or funded account
Referral-to-appointment, inquiry-to-consult and application-to-funded cycle times measured and reduced.
Lower cost-to-serve
Routine scheduling, reminders, status checks and document requests handled by agents and self-service, so staff spend their time on patients, clients and exceptions.
Clean data at the front door
Demographics, coverage, KYC and account details captured correctly once, cutting downstream denials, rework and not-in-good-order paperwork.
Capabilities
What the work covers.
01
Contact-center redesign
Call flows, routing, staffing to demand and quality measures for centralized or multi-site access teams.
02
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.
03
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.
04
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.
05
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.
06
Recall, reminders and reactivation
Recall, rebooking and reminder programs for hygiene, therapy plans, memberships and annual reviews, measured by appointments kept.
07
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.
How it works
From baseline to measured result.
Each phase reports against the baseline agreed at the start, so progress is read in your own numbers.
Weeks 1–2
Measure the access funnel
Answer and abandonment rates, time to appointment, intake cycle time, and rework or not-in-good-order rates pulled from phone, scheduling and onboarding systems.
Call analytics · Scheduling data · Intake cycle time · Rework rates
Weeks 3–6
Redesign and first deployment
Scripts, routing, templates and handoff rules approved by your team; the first agent or automation goes live on the highest-volume flow, with staff reviewing every escalation.
Call flows and scripts · Handoff rules · System integration · Controlled go-live
Weeks 7–12
Expand and tune
Transcripts and outcomes reviewed weekly; further flows, sites and channels added where the numbers justify them.
Transcript review · Additional sites · New flows · Performance reporting
Ongoing
Run or hand over
Ometz runs and improves the access stack under a retainer, or hands it to your team with documentation, monitoring and training.
Monitoring · Change control · Training
Engagement models
How to engage.
Scope, fee, team and deliverables are agreed in writing before work starts.
Fixed-scope program · AFTER THE DIAGNOSTIC
One access journey, redesigned and live
Scheduling, intake, verification or onboarding, scoped after the Performance Diagnostic with a target metric agreed in writing.
- Journey redesign with your operators
- Agents and automation on the highest-volume flows
- Integration with scheduling, CRM or onboarding systems
- Weekly reporting against the baseline
Managed access operations
Run and improved on a retainer
Ometz operates the agents and automations, reviews transcripts and outcomes, and adds flows and sites as the business grows.
- Monitoring and quality review
- Script and routing updates
- New sites and flows onboarded
- Monthly performance review with leadership
How we are paid
We share the risk of the plan we write.
Every program is measured against the baseline set in the Diagnostic. Where the work allows, we put part of our fee at risk against the targets we agree with you. If those measures do not move, that part is not invoiced. A plan we would not be paid on is not a plan we should sell.
The market problem, in published numbers
80%
of patients surveyed want to schedule appointments anytime from home or a mobile device
56%
of providers say patient information errors are a primary cause of denied claims
7×
higher odds of qualifying a lead when firms respond within one hour versus waiting longer
Harvard Business Review, “The Short Life of Online Sales Leads” (2011)
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.
Industry playbooks
Customer & Patient Access, applied to your industry.
- DSOs & Dental GroupsMore production from the demand and the patient base you already have: every new-patient request answered and booked, recall and unscheduled treatment worked as a system, and schedules filled to template in every office, with the support center and office teams working from one queue.
- MSOs & Multi-site Medical GroupsShorter time to appointment and more referrals converted into visits, with scheduling, intake and referrals run as one managed flow across sites.
Customer Access FAQ
No. The aim is that staff spend their time with patients and clients rather than on hold queues and paperwork. Agents take routine volume and overflow; anything clinical, sensitive or complex goes to a person with the context attached.
No. They schedule, verify, collect documents and answer operational questions from content you approve. Clinical questions go to your clinical staff, and questions about investments or suitability go to the licensed professionals in your firm.
We sign a BAA where we handle protected health information, limit access to what each workflow needs, and keep transcripts and logs in systems you control or approve. For wealth managers, broker-dealers and advisory platforms, recordings and communications are retained under your recordkeeping policies.
Practice-management and EHR scheduling, telephony and contact-center platforms, CRMs, and onboarding or custodial workflows, through APIs where they exist. Integration depth is confirmed during the Performance Diagnostic, before any commitment.
The program plan puts the first flow live within the first six weeks, once your team has approved scripts, routing and handoff rules. Further flows follow only when the first one is measured against its baseline.
Next step
Find out where performance is being lost, and what it is worth to fix.
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.