Value Propostions

1. Value Proposition
OBJECTIVE:
The objective of this document is to highlight the value proposition
of the services provided by Tunstall to healthcare systems
1. APPOINTMENT SCHEDULING
Service:
We schedule appointments for all outpatient practices for most of
the NYC hospitals for their respective scheduling system.
Impact:
Scheduling appointments for patients helps the front desk or the
clinics to focus on other critical tasks in handling patients.
Value Proposition:
Increased patient access, reduced walk-ins, increased fill rate,
patient satisfaction.
2. APPOINTMENT REMINDERS
Service:
We do appointment reminders through multiple platforms/channels
such as live reminders, automated reminders, as well as text reminders,
and in turn support it with the 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, efficient
management of patient schedules for the day.
3. AFTER HOURS SERVICE
Service:
We provide 24/7 coverage for all practices, clinics, and physician
offices to handle their incoming calls during non-business hours, relay
messages to the office, or reach the On-Call physician for critical calls.
Impact:
Provide coverage for the offices, assist patients in getting help during
non-business hours, and patient access to the On-Call physician for
support and medical help.
Value Proposition:
Patient access, care to patients 24/7.
4. PHYSICIAN REFERRAL SERVICES
Service:
We 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
resulting in quicker patient care and access.
Value Proposition:
Quicker patient care.
5. PRE/POST -DISCHARGE
FOLLOW-UP SCHEDULING
Service:
A dedicated line for the patients that are going to be discharged
to call and schedule appointments before they leave or right after
they leave. We do this through a dedicated email system where the
providers can send an email requesting a follow-up appointment.
Impact:
Ensures continuity of care for patients.
Value Proposition:
Patient Access, Care to patients 24/7.
6. FINANCIAL PRESCREENING
Service:
We identify patients that do not have the right coverage through
insurance coverage or insurance that is not accepted by the hospital
and make outreach attempts to refer them to financial counseling or
ask them to change their insurance based on the practice direction.
Impact:
Identifies patient insurance coverage and helps patient be redirected
to the appropriate teams or give them direction to change insurance.
Value Proposition:
Improved financial Impact to the hospital, proactive patient
communication.

2. 8. REPORTING
Service:
We provide detailed reporting on the outcomes of the patient’s calls
as well as the reason for calling with data analysis to support informed
decision making.
Impact:
Provides excellent insight to the patient experience and highlights
lost patient opportunities. Provides excellent source of information on
patient needs which in turn can help improve patient satisfaction.
Value Proposition:
Patient satisfaction, business intelligence on patient needs for the
clinic, enhanced patient care.
7. PRE-REGISTRATION
Service:
We register patients over the phone during appointment
scheduling.
Impact:
Provides faster management of patients during check-in directly
reducing the time taken for a patient to get the care needed.
(Direct Impact on HCAP Scores).
Value Proposition:
Patient access and increased patient satisfaction.
9. PAGE OPERATORS
Service:
We serve as page operators and dispatch overhead pages to the
necessary department within the hospital for quick clinical need
resolution. We also handle the critical codes for hospitals and inform
the team through pages so they can arrive on time to the ER to
provide care.
Impact:
Handles the critical codes for the required teams to assemble at the
right time to the ER and provide the right care for the patients.
Value Proposition:
Critical care support for emergency alerts within the hospital system.
10. PATIENT OUTREACH
PROGRAMS/SURVEYS
Service:
We do several outreach programs such as:
1. Satisfaction surveys of patients on their recent visits 2. Experience
on calls 3. Availability of appointments for patients waiting the
longest.
Impact:
Helps to improve patient satisfaction and makes physicians aware
of improvement opportunities.
Value Proposition:
Patient satisfaction, patient access, care to patients 24/7.
11. APPOINTMENT AUDITING
Service:
We Audit all the appointments scheduled by Tunstall as well as other
hospitals to identify the accuracy of the appointment scheduling.
Impact:
Identifying the accuracy helps reach patients prior to their
appointment and either reschedule or cancel their appointment
so they are not turned back at the hospital on the day of their
appointment.
Value Proposition:
Patient satisfaction, improved fill rate, positive financial impact.
12. OVER FLOW SERVICES
Service:
We provide overflow support for hospitals and clinics to handle high call
volumes and schedule appointments when their call center or their front
desk is occupied.
Impact:
Availability of Tunstall operators provides a back up process for the
existing team during unforeseen situations allowing them to have
meetings or tend to emergencies.
Value Proposition:
Disaster recovery in case of emergency, increase capacity handling with
back up and 24/7 access to their patients
Lisa Hanna e: Lisa.Hanna@tunstall.com t: 917.226.5250