WHY CARE COMES FIRST
Every call answered is a patient who stays in your care
Patients reach out for all kinds of reasons: to book a visit, to confirm a detail, to ask about a result, to arrange a refill. Every one of those contacts is a chance to make your practice feel easy to deal with.
WHY PRACTICES GROW WITH US
Four things that change in the first month
- 01
More patients reached, same team
Your clinical staff goes back to the work they trained for.
- 02
Every patient reaches the end
Every inbound contact ends resolved or scheduled, and we hold that at 100%.
- 03
Capacity that moves with demand
Flu season, a new location, a sudden surge. Coverage scales the same week and your headcount stays where it is.
- 04
Proof, month after month
Every KPI written out, so you can see exactly how many patients were reached.
SIDE BY SIDE
What changes, in plain terms
The same five moments, handled by a busy in-house team and handled by us.
Calls after hours
A busy in-house team: Voicemail
With Emergent Healthcare: Answered, 24/7
Follow-up between visits
A busy in-house team: Whoever has time
With Emergent Healthcare: División de Cuidado Continuo
Patient's own language
A busy in-house team: If someone is on shift
With Emergent Healthcare: English, Spanish or any other
Medication follow-through
A busy in-house team: Untracked
With Emergent Healthcare: División de Soporte de Farmacia
Patients between appointments
A busy in-house team: Unmeasured
With Emergent Healthcare: Every one accounted for
Practices also see their operating costs fall when they move this work to a shared-services model. That is a welcome side effect. We are measured on patients reached — your specific numbers are worked out in the free consultation.
3
Decades on call
24/7
On call, every hour
Any
Language your patients speak
100%
Patients we stay with
INTERNATIONAL STANDARDS · WRITTEN INTO THE CONTRACT
The eleven numbers we answer for
The navy tick is the industry average. The mint bar is what we guarantee — measured every month, on your own account.
SERVICE LEVEL (80/20)
0%
A voice arrives before the second ring finishes.
Industry 72%97% guaranteed
RESPONSE TIME (ASA)
<0s
Twelve seconds. Still inside the moment they decided to call.
Industry ~52s<12s guaranteed
FIRST-CONTACT RESOLUTION
0%
One call, one telling of the story, one resolution.
Industry 68%95% guaranteed
PATIENT SATISFACTION
0/5
They finish the call feeling looked after.
Industry 3.8/54.9/5 guaranteed
CALLS ANSWERED LIVE
0%
A live voice on the line, every time it rings.
Industry 85%99% guaranteed
PATIENT FOLLOW-THROUGH
0%
Every patient leaves the call with a next step.
No industry benchmark100% guaranteed
CALL COMPLETION RATE
0%
Every call runs all the way to the end of the sentence.
Industry 91%99% guaranteed
PRODUCTIVE OCCUPANCY
0%
Our people spend their day with patients.
Industry 76%96% guaranteed
TALK TIME (AHT)
0m
Quick because it is organized, and unhurried where it counts.
Industry ~6.5m3.5m guaranteed
OCCUPANCY-PRODUCTIVITY ALIGNMENT
0%
Occupied time and useful time, counted as one.
Often traded off100% aligned
EFFECTIVE CONTACTS
0%
Every call ends with something solved.
Industry ~70%98% guaranteed
- Request a consultation →
Number twelve is yours
What do these numbers look like on your account?
The free consultation reviews your operation and returns specific figures.
Industry averages come from published benchmarks in wide use across the contact center industry. Our figures are the levels we commit to contractually and verify in monthly reporting on your own account.
Let’s talk
See these numbers on your own account
Free, personalized and with no commitment. We review your operation and come back with specific numbers.