Case Study
Value-based Care Medical Group
From Fragmented Call Centers to Centralized Operations — Reducing Costs by 35% and Boosting Patient Visits by 11%
Company background
The Medical Group has been a growing healthcare provider for the last 5 years. They aim to redefine the way healthcare is administered through community-driven preventative care and proactive treatment.
With locations in multiple cities across Nevada, the Medical Group offers a wide range of services while maintaining a dedication towards value-based care. The practice also accepts a large variety of insurance plans, including Anthem, Medicare Advantage, and United Healthcare.
Challenges
Disconnected Call Center Model
The Medical Group had a hybrid front office operations setup with an in-house call center and external offshore vendor. The in-house call center and offshore vendor were plagued with high turnover. Patient calls were often missed leading to poor patient experience and unfilled appointment scheduling.
The external vendor’s turnover impacted service quality. Persistent insurance eligibility denials increased administrative workload for internal teams, delayed care, and resulted in significant revenue losses.
Lack of Technology
As a VBC organization, closing care gaps is a top priority. A lack of centralized resourcing and analytics led to an inability to engage patients to schedule annual wellness visits (AWVs). Additionally, a lack of patient engagement tools – such as online scheduling, appointment reminders, and satisfaction surveys – meant high no-shows, missed appointments and no structured patient feedback to drive improvement.
Medical Group’s Goals
Medical Group was driven to partner with Third Way Health to:
01
Reduce Operational Costs by centralizing operations
02
Improve Patient Access and Engagement
03
Increase Care Gap Closure with proactive outreach
04
Improve Patient Satisfaction
Replaced offshore vendor and in-house call center with one centralized center to answer patient calls and run front office workflows.
Adopted Dyno AI Voice Assistant to ensure every patient call is answered and resolved.
Launched online self-scheduling to make it easier for patients to access care.
Implemented Front Office as a service to centralize eligibility verification, medical records, and care gap closure.
Established customizable appointment reminders and no-show follow ups via SMS in multiple languages.
Enacted automated post-visit surveys to receive patient feedback and increase in patient retention.
Third Way Health’s Solution
Delivering a fully comprehensive patient access solution with AI-enabled centralized services
Results & Outcomes
-35%
Decrease in Patient Access Costs
The Medical Group was previously spending over $1.1 million annually on labor for front desk and call center operations. By transitioning to Third Way Health as their unified operations partner, the practice reduced costs by over 35%.
+11%
Increase in Patient Volume
Before partnering with Third Way Health, the Medical Group struggled to answer calls, accurately schedule patients, and engage patients. The implementation of centralized services and AI-powered scheduling technology helped drive an 11% increase in daily visits for the group.
+9,500
Additional Annual Wellness Visits
With more visibility into care gaps and capacity to proactively engage patients, the Medical Group saw an increase of 9,523 Annual Wellness Visits.
+3.0
Increase in Google Star Rating
Within one year of partnership with Third Way Health, the Medical Group’s Google star rating rose to a 4.0-star rating. Expansion of patient engagement tools, reduction of call wait times, and improving eligibility management drove a dramatic increase in patient satisfaction.
Revolutionize your business with a trusted healthcare operations partner.
What’s our mission?
Enhance healthcare access and improve the experience for patients from all backgrounds.
Reduce stress and burnout for care teams by streamlining operations.
Support growth for healthcare organizations by boosting efficiency and improving financial performance.
Why choose us?
Patient access experts.
Solely focused on healthcare operations.
