ABOUT EMERGENT HEALTHCARE
Three decades running the operation behind other people's practices
We have spent more than three decades handling the work that surrounds medicine: the calls, the insurers, the calendars, the authorizations and the follow-ups.
In that time we have run operations for practices in more than thirty specialties, from orthopedics, cardiology, radiology, gastroenterology and urology through to family medicine, internal medicine, OB/GYN, ophthalmology, dermatology and oncology, across the United States, Latin America and Europe.
Every account is staffed by specialists trained for that specific work and supervised daily. We agree on the performance levels in the contract before we start, measure them every month, and put the results in front of you exactly as they came out.
Clients stay with us for decades for one reason: a patient who contacts your practice reaches a specialist who already knows the case, speaks their language, and stays with them until it is resolved. Your patients remain yours, and every interaction carries your name.
A MESSAGE FROM OUR GENERAL MANAGER · 2 min
Silvana Gutiérrez
General Manager
We have spent more than three decades handling the work that surrounds medicine: the calls, the insurers, the calendars, the authorizations and the follow-ups.
Your physicians went into medicine for the person sitting across from them. We take the rest, so their day goes back to that.
CONTRACTUALLY GUARANTEED
SERVICE LEVEL (80/20)
0%
Industry 72%97% guaranteed
RESPONSE TIME (ASA)
<0s
Industry ~52s<12s guaranteed
FIRST-CONTACT RESOLUTION
0%
Industry 68%95% guaranteed
PATIENT SATISFACTION
0/5
Industry 3.8/54.9/5 guaranteed
Serving medical organizations across three continents since 1999.
THE PATIENT EXPERIENCE
What every patient experiences
- 01
They reach us
By phone, by message, through a portal or through your own front desk.
- 02
A person answers
A trained specialist, in their language, in seconds rather than minutes.
- 03
They are already known
The specialist opens the case history before the conversation starts.
- 04
It gets resolved
Scheduled, verified, authorized or answered while they are still on the line.
- 05
You see it
Logged, closed and included in the report that reaches you that month.
How we work with your practice
We answer as your team
Your patients reach a trained specialist who answers under your practice's name and follows your protocols.
In their language
English, Spanish, or whatever language your patients speak. A patient explains themselves in the words they actually think in.
And you see all of it
Every contact ends resolved, scheduled or documented, and lands in the report you get each month.
REGULATORY FRAMEWORK
Patient data protected under HIPAA and GDPR
Every specialist who handles your data works inside a documented compliance framework: role-based access, audit trails, signed confidentiality agreements and training renewed each year.
HIPAA
Health Insurance Portability and Accountability Act (U.S.): protecting patient health information on every call, verification and record.
GDPR
General Data Protection Regulation (EU): the most demanding data-protection framework for operations with European reach.
+ Local
Adapted to additional data-protection frameworks depending on each client's and insurer's jurisdiction.
OUR TEAM
Highly trained people, process and supervision
We combine people who understand medicine, clear processes and daily supervision, so every interaction feels like an extension of your own practice.
Highly qualified staff
Agents learn the vocabulary, the processes, and how to speak with someone about their health.
Precise adaptation to every client
We configure the account to the way your clinic already works, and shape our process around yours.
Formal teams, one shared goal
Every account gets a named lead, a defined structure, and targets agreed with your side before we start.
ALWAYS READY
On call in their language, at any hour
A patient calling at nine at night reaches someone who speaks their language. It is the reason we staff the hours we do.
Languages
Tailored to you
Spanish, English and any other language your patient base requires, coordinated under the same service standard.
Hours
24 hours · 7 days
Extended or round-the-clock coverage, matched to when your patients actually call, with no gap at shift change.
Visibility
Oversight + reporting
Every agent is supervised daily. Every month you get the numbers, KPI by KPI.
Let’s talk
Let’s talk about your operation
Free, personalized, and answered directly by our team — usually the same business day.