Connected Health
Connected Health - World-class 24/7 medical answering services
Connected Health - World-class 24/7 medical answering services
Bringing clients and clinicians together.
Reducing avoidable hospitalizations and readmissions
LEADING THE WAY
The need for implementing the Medicaid redesign transformation is urgent. Continuing to deliver services in the same way and structure is unsustainable.
The heart of the solution is coordinating the care of patient populations.
IMPROVING CARE TRANSITIONS
- Appointment Scheduling
- Appointment Reminders
- After Hours Service
- Physician Referral Services
- Pre-Post-Discharge Follow-up Scheduling
- Financial Prescreening
- Pre-Registration
- Page Operators
- Patient Outreach Programs/Surveys
- Appointment Auditing
- Over Flow Services
- Remote Patient Monitoring
- Personal Emergency Response Monitoring
WHY TUNSTALL?
Tunstall, the leading innovator of Connected Heatlh Solutions and services is based in Long Island City, NY and Providence, RI. We are proud of the partnerships we have established with hospitals, area agencies, managed long-term care organzations, and visiting nurse associations across the county, handling close to 2,500,000 calls a year. We are well positioned to coordinate care for your organization on an individual, state or national level.
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2.b.iv
Care transitions intervention model to reduce 30 day readmissions for chronic health conditions
2.c.i
Development of community-based health navigation services
2.c.ii
Expand usage of telemedecine in underserved areas to provide access to otherwise scarce services
3.b.i
Evidence-based strategies for disease management in high risk/affected populations (adult only)
3.b.ii
Implementation of evidence-based strategies in the community to address chronic disease - primary and secondary prevention projects (adult only)
3.c.i
Evidence-based strategies for disease management in high risk/affected populations (adults only)
3.c.ii
Implementation of evidence-based strategies to address chronic disease - primary and secondary prevention projects (adult only)
As your dedicated partner, we are committed to supporting you in delivering positive outcomes.
- 24/7, 365 coverage
- HIPAA compliant data governance
- Customer service oriented work flows and call trees
- Customized scripting tailored to your organization
- Weekly audits of all calls
- Several languages spoken by staff and access to 150+
THE SOLUTION
Our solution reduces avoidable hospital admissions and readmissions by enhancing patient communication and access to appropriate providers. We can help your organization meet its goals to reduce hospital admissions and readmissions by as much as 25% by 2020 and beyond!
Based on our strong community partnerships, we are able to connect patients to the appropriate care providers. We achieve this by providing a world class, specialized contact center service.
Our outstanding track record of significantly reducing call abandonment and no show rates, has enabled care providers to spend more time taking care of their patients and less time on coordinating their care.
THE TUNSTALL VALUE PROPOSITION
Financial Prescreening
Service
Identify patients that do not have the proper insurance coverage or, insurance that is not accepted by the hospital. Tunstall will reach out to the patient, notify them of the situation, and refer them back to their insurer. If necessary, they are referred to financial counseling.
Impact
Identifies the insurance coverage upfront, informs patient of covered charges, redirects to appropriate team, or back to their insurer for options
Value Proposition
Improves financial impact to the hospital and fosters proactive patient communication.
Appointment Reminders
Service
Appointment reminders through multiple platforms/channels such as live reminders, automated reminders, and text reminders. In turn, reminders are supported with an appointment scheduling unit to provide more options to reschedule appointments or cancel them 24/7, thereby improving the no show rates.
Impact
Ability to cancel or reschedule appointments at any time is a critical element in increasing patient visits and reducing no shows.
Value Proposition
Reduces no show rates, increases fill rate for clinic schedules, and provides efficient management of patient schedules for the day.
Pre/Post-Discharge Follow-up Scheduling
Service
A dedicated line for patients to schedule appointments before and after discharge. Providers can request follow-up appointments for their patients through a dedicated email system.
Impact
Ensures continuity of care for patients.
Value Proposition
Patient access to care 24/7.
Over Flow Services
Service
Overflow call support services for hospitals and clinics when their call center or front desk is occupied to answer calls, schedule appointments, and take messages on their behalf.
Impact
Tunstall operators act as a back-up extension of your team during emergency situations, high peak hours, during regular meetings, and unforseen disaster situations such as Hurricane Sandy, when call volumes peak.
Value Proposition
Disaster recovery in case of an emergency and increased call capacity handling with 24/7 access to patients.
Appointment Scheduling
Service
Schedule appointments for most NYC hospital outpatient practices on their respective scheduling systems.
Impact
Scheduling appointments for the patients helps the front desk or clinic to focus on critical tasks and patients.
Value Proposition
Increase in patient access with concomitant patient satisfaction as well as an increase in fill rate with a reduction in walk-ins.
Page Operators
Service
Serve as page operators and dispatch overhead pages to the necessary department within the hospital which results in quicker resolution to clinical needs. Tunstall also handles critical codes for hospitals and informs the team members through pages when they are needed in the ER to provide care.
Impact
Handling critical codes ensures that the required teams are assembled in the ER at the right time and ready to provide emergency care.
Value Proposition
Critical care support for emergency alerts within the hospital system.
Pre-Registration
Service
Register patients over the phone during the appointment scheduling process.
Impact
Improved time management of patient handling during the check-in process resulting in quicker access to care . (Direct impact on HCAP scores).
Value Proposition
Improved patient access and satisfaction.
Reporting
Service
Provide detailed reporting and analysis on all call activity including the reason for the call, pertinent information, and the outcome of the call.
Impact
Detailed reporting provides insights on the patient experience and highlights strengths and opportunities for improved patient satisfaction.
Value Proposition
Business intelligence that identifies patient needs and satisfaction with resulting enhanced patient experience and care.
Appointment Auditing
Service
All appointments scheduled by Tunstall are audited for accuracy. Tunstall also provides independent auditing services for hospital call centers.
Impact
Identifying the accuracy of the appointment ensures that the date and time of the appointment was conveyed properly to the patient.
Value Proposition
Patient satisfaction, an improved fill rate, and a positive financial impact.
Physician Referral Services
Service
Provide physician referral line assistance. Operators review insurance and schedule appointments for patients with the appropriate specialty physician.
Impact
Patient is scheduled with a specialist who accepts their insurance. The ability to reschedule or cancel appointments at any time resulting in a reduction of no shows.
Value Proposition
Quicker patient care.
Patient Outreach Programs/Surveys
Service
Several outreach programs include:
- Patient satisfaction surveys
- Experience on calls
- Availability of Appointment for patients waiting the longest.
Impact
Quality of care and an efficiency improvement on “fill rate”.
Value Proposition
Patient Satisfaction, Patient Access, Care to patients 24/7.
After Hours Service
Service
Provide an after-hours medical answering service. Tunstall answers incoming calls during non-business hours, takes and relays messages to the office, and in critical situations, reaches out to the on-call physician.
Impact
Provide coverage for offices and assist patients in getting help during non-business hours by accessing the on call physician for support and medical help.
Value Proposition
Reduction in no show rates and an increase in fill rates with efficient daily management of patient schedules.
Remote Patient Monitoring
Service
Design, build, and deliver a remote patient monitoring service that matches the patient population and groups that are targeted by the health system. Examples include:
- chronic disease management
- post hospital discharge readmission avoidance
- SNF support to reduce unnecessary hospital admission
- population health management programs
Impact
Ability to identify and respond to changes in patient conditions that require immediate intervention. Support patients with education about their condition and improve their ability to self-manage.
Value Proposition
Remote patient monitoring allows the providers seamless patient communication at all points during their care. Cost effective alternative to in-person visits. Empowers the patient and allows them to be a partner in their own care.
Personal Emergency Response Monitoring
Service
A managed service that delivers consistent and high touch Personal Emergency Response Monitoring to a large population including referral, installation, monitoring, support, and payer billing.
Impact
Over 25,000 individuals in New York have the reassurance of being monitored 24/7 by Tunstall.
Value Proposition
Timely intervention during an emergency reduces the chances of a “long lie” following a fall or acute medical incident, and the consequences of a delayed intervention.
Our innovative medical answering services overcome operational challenges to improve patient care, positively impact the revenue cycle, and increase efficiency.
SERVICES
Temporary Coverage
Cover lunch breaks
Cover staff shortages
After-hours Support
Cover calls after-hours
Web On-call Services
Access on-call information
Contact on-call providers as needed
Providers access their on-call schedule at any time from any device with an internet connection
Web Message Retrieval
24/7 on-line access to messages
Messages are posted in real-time, no delay
Print and download messages
Secure, HIPAA compliant web portal
Increased Patient Engagement
Call handled levels nearly 100%
Translation services available on-demand 24/7/365 days/year
Certified script translations
Integrated smart greetings in various languages
Disaster Recovery
Self-reliant and inter-connected centers offer business continuity and quick disaster recovery
Many of our services require a human touch.
We have live Telephone Service Representatives available 24/7 to cover any time you are out of the office or unable to take your own calls.
TELEPHONE SERVICE REPRESENTATIVES
Knowledgeable, efficient, friendly, and low cost
Dedicated Medical Answering Service Representative
Our Medical Answering Service Representatives only deal with medical companies, ensuring they know the needs of your business and what callers will expect of them.
HIPAA trained and certified
As an extension of our clients, we feel that HIPAA is our concern as a business associate. As such, we continue to work with our clients to ensure we comply with their needs as well as the requirements of HIPAA. To find out more about HIPAA guidelines, click here
Familiar with medical terminology
Our representatives undergo medical terminology training as part of the on-boarding process. This means they can easily transcribe messages for physicians and clinicians, and ensures a high degree of quality for these transcripts.
Extraordinary service on every call
We are a truly unique answering service because of our people, our process, and our technology. Our Telephone Service Representatives are trained to handle each call in strict accordance with our clients' instructions, which, united with the latest messaging software and hardware, creates an unparalleled level of customer satisfaction.
Monitored & graded for Quality Control
All inbound calls are recorded and every two weeks all operators are monitored and graded on calls for Quality Control. All operators must achieve no less than 85% for a passing score, and are graded on 14 criteria.
- Answered Properly
- Offered Course of Action
- Confirm Spelling of Name
- Confirm Phone Number
- Proper Manner
- Personalization
- Engagement
- Polite/Helpful
- Proper Hold Placement
- Proper Hold Return
- Voice Quality
- Call Control
- Proper Close
- Confident
Captures & delivers messages according to your preferences
We maintain a set of preferences you decide upon during the on-boarding process, allowing our Telephone Service Representatives to deliver messages in the way best suited to your business.
- Voicemail
- Email Text/Voice messages (eVoiceLink)
- WAV Voice Messages
- Call Patching
- Cellular/Work/Home Phone
- Pager
- Fax
Do you cover your whole target market?
Our specialty Pharmaceutical Services connect patients, providers, payers, and life science companies to enhance care delivery and increase health outcomes. THese value-added programs build brand recognition and loyalty with patients and healthcare providers.
"I was very impressed with the quality of the service you are providing to our patients. The commitment your team demonstrates is remarkable, thanks for having the patients as the center of your core values it is definitely aligned with [our] values as well. Looking forward to more satisfied customers!"
-Clari A., Oncology Brand Manager
Solutions
Customized to meet your needs and leverage live interactions with healthcare trained operators and clinical staff, as well as web-based resources such as click-to-chat functionality.
We are focused on healthcare and have policies and procedures in place to ensure the privacy, security, and integrity of individual identifiable health information.
Telesales
- Complement field-based representatives in supporting local healthcare provider offices with information, educational materials, and samples
- Cover open/white space territories
- Detail no-see physicians
- In-bound and out-bound lead generation
Customized patient and caregiver support
- Support treatment consideration
- Treatment adherence
- Disease-state/condition education
- Reduce drug nonadherence
Screening and assessment
- Clinical trial recruitment
- Assessing treatment eligibility
- Answering frequently asked questions
- Clinical trial data collection and support
Medical Affairs
- Product information
- Adverse event reporting
- Product quality complaints
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Solutions
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Remote Patient Monitoring
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