For US Hospital Systems · Patient Access Outsourcing

If you run a US hospital system, your scheduling team is the bottleneck.

HIPAA-trained nearshore patient access at $14 to $22 per agent hour all-in. Epic Cadence native. Signed BAA before kickoff. 20 to 200+ seat programs covering scheduling, eligibility, prior auth, MyChart, telehealth coordination, and billing follow-up. Your clinical team focuses on clinical work; ours handles the patient access perimeter.

$14 to $22/hr CFG nearshore HIPAA-trained $32 to $52/hr US-onshore patient access fully loaded 45 to 60% reduction in fully loaded cost
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Three patient access problems we solve

What VPs of Patient Access tell us at the discovery call.

If any of these sound familiar, the math typically works out within 90 days of going live.

01

"40 to 60 percent of front-office hours go to scheduling"

Most multi-site health systems report 40 to 60 percent of front-office staff hours go to appointment scheduling, reschedule handling, no-show follow-up, and intake paperwork. That cost lands at $32 to $52 per hour fully loaded in the US. Moving the non-clinical scheduling volume to a nearshore patient access team at $14 to $22 typically frees 1.5 to 2.5 FTE per clinical site for clinical work.

02

"Eligibility denials are eating margin"

Eligibility verification accuracy below 92 percent compounds into 8 to 15 percent of claims hitting eligibility-related denials, which slows revenue cycle by 35 to 60 days. CFG patient access agents run real-time eligibility through Availity / Change Healthcare / Waystar before the visit, with documented escalation rubric for coverage gaps. Benchmark: 94 to 97 percent eligibility verification accuracy at steady state.

03

"MyChart support is the silent backlog"

MyChart account setup, password reset, portal navigation, eVisit booking, and message routing typically absorb 8 to 15 percent of contact center volume but never get formally staffed. CFG patient access agents handle the MyChart support queue as part of standard scope, which clears the patient-facing portal experience without adding in-house headcount.

HIPAA compliance and EHR integration

Signed BAA. Epic SSO. Role-based minimum-necessary access.

Hospital system patient access sits at the regulatory dense end of healthcare BPO. Here is the framework CFG operates under for every hospital system program.

  • Signed BAA before kickoff: standard CFG Business Associate Agreement available for client legal review. PHI access never starts before BAA execution.
  • HIPAA training annual: every healthcare agent completes HIPAA training before assignment and renews annually. Training pass scores logged in CFG client portal.
  • Epic Cadence, Resolute, MyChart roles: CFG agents work inside your Epic environment via dedicated SSO with role-based access scoped to the workflow. Scheduling agents see scheduling fields. Billing agents see Resolute fields. MyChart support sees portal fields. No agent sees full chart access unless workflow requires it.
  • State mini-HIPAA overlays: Texas Medical Records Privacy Act, California CMIA, New York Public Health Law, Illinois Mental Health and Developmental Disabilities Confidentiality Act baked into the call flow for patient populations concentrated in those states.
  • 42 CFR Part 2 awareness: behavioral health and substance use disorder workflows follow the stricter 42 CFR Part 2 framework rather than baseline HIPAA when scope includes SUD programs.
  • AI QA on every patient call: HIPAA-rubric (identification, minimum-necessary disclosure, PHI handling) and patient-experience-rubric (empathy, accuracy, resolution) scored same-day in the CFG client portal.
  • Encrypted recording storage: all patient calls recorded with encryption at rest and in transit. PHI access logged per-call. Retention policy aligned to your hospital's records retention policy.

Production benchmarks

What a CFG hospital system patient access program produces.

CFG underwrites these bands in the pilot SLA. Numbers vary by Epic version, specialty mix, and patient demographics.

$14 to $22
Per agent hour all-in
20 seats
Minimum pilot size
50 to 200+
Scale program range
10 to 25 days
Pilot ramp incl. Epic sandbox
45 to 65 calls
Patient calls per agent per day
82 to 90%
First-call appointment book rate
94 to 97%
Eligibility verification accuracy
18%
90-day attrition (below US patient access avg)

Delivery footprint

Where we staff your hospital system patient access program.

CFG delivers US hospital system patient access from four nearshore locations. The country choice depends on your patient population's primary timezone and language profile. You hire CFG; CFG handles the country selection and supervision.

Jamaica EST year-round for East Coast and multi-state systems with English-only patient populations. Trinidad AST for systems with material finance back-office workflow (insurance verification, prior auth, billing follow-up) where the Trinidad bench's finance literacy reduces ramp time. Colombia bilingual COT-equals-EST for systems with Hispanic patient populations in Texas, Florida, California, Arizona, Nevada, or the NY metro. Belize CST year-round for Texas, Houston, Dallas, Chicago, and Midwest health systems where Central Time alignment matters. The four-country footprint lets CFG match the labor to your patient population without you having to manage four vendor relationships.

Related programs

Same operations stack, different healthcare buyer or vertical.

Other healthcare buyer programs

Delivery country options

Every CFG hospital system patient access pilot ships connected to the CFG client portal: live patient call transcripts, HIPAA-rubric AI QA on every call, supervisor dashboards visible to your patient access leadership, and a 24-hour replacement coverage SLA.

Get a 24-hour quote on a hospital system patient access pilot.

$14 to $22 per agent hour all-in. 20-seat minimum pilot. Signed BAA. Epic Cadence and Resolute native. 10 to 25 day ramp. HIPAA training annual. AI QA on every patient call.

Get my 24-hour quote