In today’s competitive healthcare industry, cost efficiency is a priority for organizations looking to maintain high-quality service while reducing operational expenses. One area where significant savings can be achieved is in call management. By adopting a technology-based call management platform, practices can unlock substantial cost savings through transparent pricing and streamlining operations.

Flat Fees: No More Per-Minute Billing Surprises

Traditional answering services often rely on a per-minute pricing model that lead to unpredictable and rising costs, creating financial headaches for practices. Unanticipated call spikes, often occurring during flu season and the holidays, can drive up costs significantly. However, most technology-driven platforms operate on a flat-fee pricing model, eliminating the variability and surprises.

This transparent pricing structure enables practices to budget more accurately and avoid unexpected charges during the year. For example, Clarus Call Management, one of the fastest-growing call management platforms, offers a flat fee model, making it easier for practices to allocate budget toward other critical areas.

Increase Efficiency & Lower Overhead Costs

In addition to transparent pricing, technology-based call management solutions also streamline operations, which helps lower overhead expenses. With automated workflows, intelligent call routing, and comprehensive analytics offered by technology-based platforms, healthcare organizations can reduce the need for manual intervention, lowering staff expenses and documentation costs, allowing them to reinvest resources into areas that directly benefit patient care.

The Real-World Cost Savings of Technology-Based Call Management

The results speak for themselves. For example, a healthcare organization that switched to Clarus reported saving over 20% annually on call handling costs. This reduction in costs underscores the value of replacing traditional, outdated systems with advanced technology.

Upgrade Your Call Management with Clarus

Clarus Call Management improves daytime and after-hours patient call management by providing 24/7 support, enhancing patient satisfaction and operational efficiency. With flat-rate pricing and AI-powered transcription, you’ll enjoy all the cost benefits of a technology-based platform without compromising the quality of your patient experience. Ready to reduce your call handling costs? Learn more about Clarus and how it can transform your practice.

The end of the year can be a stressful period for healthcare teams with a surge in patient calls during the holidays, often causing staff burnout. In fact, a recent study by American Medical Association (AMA) found that healthcare professionals experience a 20% increase in burnout during the holiday season due to added workload and increased pressure. One way to minimize stress is by streamlining call management processes. Here are five key benefits of an effective call management solution:

Five Ways Call Management Can Reduce Healthcare Staff Burnout

Automated Call Routing

Automated call routing ensures that patients are directed to the right department or provider without any manual intervention. This not only saves time for healthcare call centers, receptionists, and medical providers, but also prevents staff from feeling overwhelmed by the need to  handle every call personally. With an increase in healthcare demand during the holiday season, this takes the pressure off your team, allowing them to spend their valuable time focused on what matters most, providing quality patient care.

Reduced Call Volume

As winter weather brings a rise in seasonal illnesses like the common cold and flu, the demand for care increases, leading to a higher call volume. Effective call management technology can manage the number of unnecessary phone calls, allowing healthcare staff to focus on critical tasks. By setting up automated features such as FAQs and automated responses can handle routine inquiries, so your team isn’t constantly bombarded with questions that don’t need a human touch.

Minimized On-Hold Times

Long hold times are frustrating for patients and stressful for staff. Advanced call management systems ensure that no patient is kept waiting for long, easing the workload for your staff and creating a more positive experience for patients.

Better Time Management

Call management systems provide transparent analytics and reporting, helping you identify peak call times, so you can allocate staff resources accordingly. This way, you can avoid overloading your staff during busy hours and plan for shifts that reduce burnout.

Streamlined Follow-Ups & Missed Call Responses

Missed calls and follow-ups are common during the end-of-year rush. A robust call management system captures every call and generates transcripts, making it easy for staff to follow up efficiently without missing critical information—leading to less rework and fewer errors.

Clarus Call Management offers a comprehensive solution tailored to reducing end-of-year stress. With features like automated routing, call documentation, and instant access to patient data, Clarus ensures your staff remains efficient and burnout-free during the end-of-year rush. Discover how a smart call management system can make all the difference this holiday season.

Learn more about how Clarus can support your team during the busiest times of the year.

The Impact of Efficient Call Management During the Holiday Season

The holiday season can be a double-edged sword for healthcare providers, especially urgent care clinics and specialty medical practices. With increased patient needs, staff shortages, and office closures, clinics often face a surge in patient phone calls. According to the Urgent Care Association , visits spike by nearly 15% during the holiday season, leading to a significant increase in inbound calls. This call surge overwhelms staff, who are already stretched thin, and contributes to increased burnout and errors in call handling.

Common Holiday Challenges for Healthcare Providers

Increased Appointment Demand

As seasonal illnesses, like the common cold and flu, increase with winter weather, the demand for appointments skyrockets. Patients are seeking immediate care, resulting in increased call volume and added pressure on your staff.

Labor Shortage

Many people take time off during the holidays to spend time with family and friends. Medical practices often operate with reduced staff, making it difficult to manage the influx of calls.

Staff Burnout

High call volumes and limited staff numbers can lead to increased stress and burnout among healthcare workers. This burnout impacts staff satisfaction as well as patient care.

These challenges hinder effective call management, resulting in missed calls, delayed responses, and dissatisfied patients. A report from the Medical Group Management Association (MGMA) highlighted that nearly 30% of patient calls are mishandled during peak seasons, and staff burnout rates climb as employees juggle overwhelming workloads. As patients grow increasingly frustrated with long hold times and call-back delays, the risk of negative online reviews and a tarnished reputation rises.

The Importance of an Efficient Call Management Solution

An efficient call management solution is no longer a luxury—it’s essential to ensure every patient call is captured and addressed promptly, especially during the busy holiday season. Call management systems like Clarus not only ensure zero hold times and faster call resolution but also reduce the burden on staff by automating call routing and tracking. This allows healthcare teams to focus on in-person care without sacrificing patient satisfaction.

Elevate Your Call Management Process with Clarus

Implementing a reliable call management system is essential for medical practices to optimize operations, reduce staff burnout, and provide a seamless patient experience, especially during the holiday season. With Clarus, enhancing patient communication becomes effortless. This innovative, AI-powered solution not only significantly reduces hold times but also saves your staff valuable time and documents all patient calls. By choosing Clarus, you enable your team to focus on what matters most—patient care—allowing your practice to thrive even during the busiest times.

Traditional answering services have long been a staple in healthcare, providing office hours and after-hours support for medical teams. Traditional answering services often come with limitations that can impact patient experience and practice efficiency. Common issues include human error, misrouted calls, and extended hold times, which can frustrate patients and lead to longer resolution times.

Human Error

One of the key challenges with traditional answering services is the potential for human error. Mistakes happen—calls may be misrouted, details overlooked, or messages inaccurately transcribed. This not only delays the resolution process but can also create compliance risks , especially in a healthcare setting where accuracy is paramount.

Clarus Call Management addresses these pain points with a technology-driven approach that removes the risk of human error. Our platform ensures that every call is correctly routed, significantly reducing the chances of delays or miscommunication.

Long Hold Times

When people manage your calls, time and resources are finite. An operator can only speak to one person at a time and must spend time on the phone understanding the patient’s concern and triaging appropriately. This backs up phone lines, leaves patients on hold for minutes at a time, and prevents other medical personnel and referrals from reaching your staff promptly.

Most patients will hang up if they’ve been on hold for 60 seconds. With Clarus, patients no longer experience hold times, a common complaint with traditional services. Our system guarantees rapid response times, enhancing the overall patient experience.

Staffing Deficiencies

Traditional services have lost their personal touch and effectiveness as many of them grapple with extreme turnover and the inability to focus on a single industry. Your practice is not only at the mercy of who the call center can hire, but more than likely, who they can retain to work with your team.

By using a traditional answering service, healthcare practices lose control of who their patients speak to and the quality of that conversation.

On average, call centers in the US have employee turnover of 30–45% according to the Quality Assurance and Training Connection (QATC).


It’s clear that while traditional answering services served a purpose, modern healthcare practices require a more efficient, error-free solution like Clarus to meet today’s demands. Ready to upgrade? Learn more on how Clarus can transform your practice.

The Importance of Compliant Patient Calls

In healthcare, patient communication is essential. With the rise in desire for communication with increased speed, there is inherit risk for medical practices. Including the risk for malpractice. There are significant compliance and financial implications medical practices face when it comes to patient communication. Which highlights the importance of compliance and protocols when managing patient interactions.

Almost 30% of malpractice suits are related to failures in communication, including after-hours patient calls.  Miscommunication, inadequate documentation, and delays in appropriate follow-up care are sited as some of the main causes of malpractice. These issues can lead to severe consequences for both patients and healthcare providers, emphasizing the need for protocol and compliance regarding calls.

To mitigate these risks, healthcare providers must establish clear guidelines for communication. This includes defining who is responsible for answering calls, ensuring proper documentation of each interaction, and implementing protocols for timely follow-up. It’s important that all staff members are adequately trained in these procedures, as lapses in compliance can lead to costly legal battles.

Technology plays a pivotal role in the conversation around compliant patient calls since it can both increase and decrease risk depending on usage. Texting for example is not compliant but easy to do and feels like documentation  – any easy compliance trap to fall into. On the other hand, the use of secure messaging platforms, automated call systems, and electronic health records (EHRs) can significantly reduce the risk of errors. These tools not only streamline communication but also provide an audit trail that is essential in defending against malpractice claims.

By prioritizing compliance and leveraging technology, healthcare providers can protect both their patients.

In today’s healthcare landscape, technology is revolutionizing patient experience in profound ways. From streamlining administrative tasks to providing more personalized care, technological advancements are transforming how patients interact with healthcare systems.

Streamlining Communication

Effective communication is crucial in healthcare, and technology has made significant strides in this area. Clarus provides a platform that ensures seamless communication between patients and healthcare providers. With features like AI transcription, patients can leave a voice message improving overall clinic efficiency. This proactive approach helps patients feel more connected and engaged with their healthcare journey.

Enhancing Access to Care

Technology has also expanded access to care, particularly for those in remote or underserved areas enabling patients to consult with their healthcare providers from the comfort of their homes. This not only saves time and travel costs but also ensures that patients receive timely medical advice, which can be critical in managing chronic conditions or addressing urgent health concerns.

Improving Administrative Efficiency

Administrative tasks can be a significant burden for healthcare providers, often leading to delays and frustration for patients. Technology can alleviate these challenges by automating routine tasks. By reducing administrative overhead, healthcare providers can focus more on delivering quality care, resulting in a smoother and more pleasant patient experience.

Ensuring Better Follow-Up and Care Coordination

Effective follow-up and care coordination are essential for positive health outcomes. Clarus Call Management’s platform facilitates efficient follow-up through automated call-back and messaging systems, ensuring appropriate patient follow-up by their provider and staff. This level of care coordination helps prevent complications and fosters a sense of trust and reliability between patients and their healthcare providers.

In conclusion, technology is playing an integral role in improving patient experience, and solutions like Clarus Call Management are at the forefront of this transformation. By enhancing communication, personalizing interactions, streamlining administrative tasks, and ensuring better follow-up, these technological innovations are making healthcare more accessible, efficient, and patient-centric. As technology continues to evolve, we can expect even greater advancements in patient care and experience.

June 13, 2024

Homecare Homebase (HCHB) and Clarus are integrating their platforms to help home health and hospice agencies better manage patient phone messages. Their partnership will allow for a bi-directional integration from Clarus’ platform to the HCHB’s patient record as a Coordination Note.

Clarus is the fastest-growing patient call management platform in healthcare with 20,000 users representing 46 specialties in traditional medical offices.   The SaaS product utilizes the latest AI technology.  The integration will accelerate the Clarus product into the home health and hospice segment.

Graham Residential Home Health, a top 10 agency by average daily census, implemented Clarus this year.  They have already realized significant benefits including $800,000 per year in direct savings and improved patient satisfaction through an average resolution time for all patient phone messages of under thirty minutes.

The partnership between HCHB and Clarus will allow for HCHB’s customers to better support patients by continuing care across platforms. Once configured, the integration will allow messages from Clarus to be added to the HCHB patient medical record as a Coordination Note. In Clarus, care teams will be able to see demographics associated with the patient who called to better reply to callers and minimize research time.

“This partnership will allow for Homecare Homebase’s customers to dramatically improve how they manage patient phone messages  helping agency employees prioritize patients while strengthening the continuum of care,” says Clarus CEO Rich Maradik.

About HCHB
About Clarus

HCHB is the leading EMR for home-based care organizations, providing compliance and workflow from intake to final billing. Clarus is the fastest growing call management solution in healthcare. A SaaS platform, Clarus leverages technology and AI to manage messages for medical practices during and after office hours.

Inflation has become a formidable challenge for various sectors, and medical practices are no exception. As the cost-of-living surges, so do the expenses associated with running a medical practice. This inflationary pressure affects everything from employee salaries to the cost of medical supplies, significantly impacting the bottom line of healthcare providers.

Rising Employee Costs

One of the primary areas where inflation is felt is in employee compensation. Medical practices, like other businesses, need to offer competitive wages to attract and retain skilled staff. With the general rise in living costs, employees are demanding higher salaries to keep pace. This includes not just doctors and nurses but also administrative and support staff. Some states, like California, are requiring an increase in minimum wage for healthcare workers. As wages rise, the payroll burden on medical practices increases, squeezing their profit margins.

Escalating Costs of Medical Supplies

The cost of medical supplies and equipment has also seen a sharp increase. Everything from basic disposable items like gloves and syringes to diagnostic machines has become more expensive. These items are often purchased in bulk, and even a small percentage increase can lead to significant additional costs. For example, a 5% increase in the price of a commonly used medical supply can translate into thousands of extra dollars spent annually. Learn more about how inflation is impacting medical practices.

Impact on Bottom Line

The combined effect of higher employee wages and increased supply costs directly cuts into the bottom line of medical practices. Smaller practices feel the pinch more acutely as they typically have less financial buffer compared to larger healthcare organizations. The need to maintain high standards of patient care means that cutting corners on essential supplies or staff is not an option. This leaves many practices struggling to balance their books.

Coping Strategies

To mitigate the impact of inflation, medical practices are exploring various strategies. Some are renegotiating contracts with suppliers to secure better rates, while others are adopting technology to improve efficiency and reduce operational costs. Using call management solutions like Clarus can enhance communication efficiency while cutting costs and preventing the need to hire more full-time employees. Additionally, practices are increasingly focusing on optimizing their billing processes to ensure timely and accurate reimbursement from insurance providers.

Conclusion

Inflation poses a significant challenge to medical practices, driving up the cost of employees and supplies and putting pressure on financial performance. While there are no easy solutions, proactive management and strategic adjustments can help mitigate some of these impacts.

Ultimately, ensuring the sustainability of medical practices amidst inflationary pressures is crucial for maintaining the quality and accessibility of healthcare services.

In the fast-paced world of healthcare, where providers are the pillars of support for patients, the burden of responsibility can often lead to burnout. Provider burnout not only affects the well-being of healthcare professionals but also compromises patient care and overall practice efficiency. By implementing proactive strategies within your practice, you can tackle burnout head-on and foster a healthier work environment for your team.

What is Physician Burnout?

Physician burnout is a widely used, common term since the COVID19 pandemic. It describes “the emotional exhaustion, depersonalization, and sense of reduced accomplishments” physicians often feel from their jobs according to Cureus Journal of Medical Science’s peer reviewed article A Review on Strategies to Manage Physician Burnout .

What Causes Physician Burnout?

Physician burnout is typically caused by a combination of factors including long working hours, more ways for patients to contact providers after hours, lack of appreciation, and increased expectations from patients, peers, and superiors.

How Can You Prevent Physician Burnout?

Open Communication

Fostering a culture of open communication is essential. Encourage your staff to express concerns and actively listen to their feedback. By fostering a sense of community and support, you create a space where providers feel valued and heard, reducing feelings of burnout.

Prioritize Activities Outside of Work

Promoting work-life balance is crucial in preventing burnout. Encourage providers to prioritize self-care and set boundaries between work and personal life. While providers must be available after-hours in certain circumstances, they should find a healthy balance between professional responsibilities and personal well-being. Empowering your team to recharge will enable them to perform at their best.

Alleviate Burden When Possible

Embrace technology to streamline workflows and alleviate administrative burdens from providers. Implementing digital intake and charting, call management solutions (such as Clarus), and telemedicine platforms can reduce duplicative paperwork and enhance efficiency. By optimizing processes and freeing up time for patient care, you alleviate stress and frustration among providers.

Burnout will remain a significant challenge in healthcare. By prioritizing communication, work-life balance, and technological innovation, practices can help manage and reduce physician burnout. Remember, a healthier and happier team not only benefits providers but also enhances the quality of care delivered to patients.

The Problem: High Call Volume and Missed Follow-Ups Limited Patient Access

Graham Healthcare Group (GHG), a leading home health provider treating over 75,000 patients annually, manages more than 21,000 inbound calls each month through a team of 8 full-time receptionists.

While patient calls were initially answered live and transferred to local branches for follow-up, the system created significant gaps in communication:

As a result, valuable patient inquiries and referral opportunities were being delayed or lost, prompting GHG to seek a more scalable and transparent patient communication solution.

The Solution: Smart Call Routing and Automated AI-Transcription

GHG choose to implement Clarus, a technology-based call management solution that leverages smart routing and AI-transcription to make answering calls easy and efficient.

Key capabilities included:

With Clarus in place, GHG eliminated missed call gaps, improved response speed, and created a scalable, transparent call management system across its network of home health branches.