Our team uses industry supported algorithms to help you identify the required staffing levels to ensure the level of responsiveness you want to provide to your patients, any time, any day, 24/7/365.
LYP Health Management serves medium to large medical practices and healthcare systems. Our services are ideal for practices with 15 or more providers.
Yes, we can partner with your team under three different models.
Our hybrid model enables LYP Health Management’s dedicated associates to augment your existing team. You schedule our associates into your staffing mix as if they were your own. These associates can answer calls, assist patients, and schedule patients just as your existing associates do today.
Or, we can provide a model in which we take over the management of all associates, supporting, training, onboarding, and growing your team. Removing these challenges from your plate gives you more time to focus on your patients.
Lastly, our on-demand model means we can answer calls 24/7/365, based on rules and KPIs defined by your practice.
Yes. We welcome existing staff from practices and organizations to join our team. About 15-20% of our call center associates joined LYP Health Management in exactly this way.
Yes. We provide overflow and after-hours coverage. We will work with you to set up a seamless interface with your scheduling platform.
Yes. We can apply any number of dedicated associates to support your practice, working in tandem with your current staff.
Our recruiters and training team identify the best of the best, then carefully onboard care associates to make sure they demonstrate your commitment to love your patients.
LYP Health Management care associates are 100% focused on the healthcare market, working with hospitals, healthcare systems, and private or specialty practices. Our associates are dedicated to your practice and will possess a deep understanding of your operations and culture. Your patients’ experience on the phone will always remain consistent with their experience in your office. We provide ongoing support, guidance, and training to ensure HIPAA compliance standards are rigorously maintained when handling PHI and talking with your patients.
The duration of every LYP Health Management engagement is determined based on each organization’s specific needs.
LYP Health Management launched in 2013 under a different name: Path Forward Patient Call Center and later, iVY and LYP Contact Center. Our name is new, but our service and reputation remain unchanged throughout the industry. With 25 + million inbound patient phone calls handled per year, we’re the largest healthcare call center platform in the country.
Our associates are trained to support up to three clients at a time, but the number is determined by the client’s service level agreement. It is possible to work with dedicated call center associates who are assigned only to your patient calls.
We live by our core value: We Are an Open Book. Our service has built-in measurement tools to ensure we are delivering the quality outlined in our engagement. 98% of our clients use PatientSync, a cloud-based communications platform developed by our sister company to gain visibility into every aspect of their call center operations. PatientSync software enables health systems and practices to drill down into the details, such as: How productive and punctual are call center associates? How many calls are they handling per day? Per hour? How long is each associate on each call? Our quality control associates also randomly monitor calls, and we can program red-flag trigger words to alert us to certain types of calls and conversations.
Yes, all our associates are native English speakers. We also offer bilingual services for 138 different languages.
Yes. For clients using call center software from our sister company, PatientSync, we can automatically send your patients call satisfaction surveys. If your call center uses a different platform offering the same functionality, we will work with you to initiate it.
Yes. For clients using the call center software from our sister company, PatientSync, we can set up texting to your office’s main phone number, consolidating all your omnichannel communications platforms into a single interface.
Get to know the friendly patient call associates who are ready to reflect your organization’s commitment to care during every patient conversation.
Patients go out of their way to compliment Netrell for outstanding customer service. One patient said he was "blown away" by the extra steps Netrell took to resolve a challenging call. Since joining LYP Health Management, Netrell has helped thousands of patients schedule medical appointments, all while delivering the quality of service that surprises and delights patients.
Jennifer is a shining example of our core value of providing exceptional service. Her commitment to quality helps free physicians and staff to focus solely on delivering great patient care. One client recently raved, “It’s the best follow-up I’ve ever seen, and I’m in the service industry, where follow-up is the difference between first and last place.”
Chanel exemplifies our core value of high-quality service. She will go out of her way to help anyone on any team. She embraces new challenges with grace, happily stepping up to work on anything needed or asked of her. We're in awe of her ability to assist multiple teams and willingness to always learn more.
Ivelisse’s unwavering passion and dedication to both our clients and patients set a standard that is truly unmatched. She consistently goes above and beyond to ensure that every interaction reflects her commitment to excellence and compassion. Ivelisse’s leadership, work ethic, and genuine care inspire those around her, making her an indispensable part of our organization. Her impact is felt not only in the quality of her work but also in the trust and respect she cultivates among her colleagues and the people we serve.
Ruta embodies kindness, drive, and unwavering dedication. Her sharp intellect, combined with her unparalleled empathy and tireless work ethic, sets a standard of excellence that inspires everyone around her. Ruta’s ability to balance brilliance with genuine compassion creates a ripple effect, elevating not only her work but also the morale and performance of her entire team.
Stephanie is one of the longest tenured associates at LYP and brings a wealth of knowledge and expertise that has been instrumental in delivering aggressive goals and benchmarks on her team. Stephanie is dependable and often assists her team members in new processing implementations, refresher training, and shadowing. Stephanie gives her all, all the time. She is selfless, kind, caring, compassionate, and makes those around her better. Never one to shy away from a challenge, Stephanie has an extensive background in a variety of specialties and has served in many capacities with the organization. She prioritizes patient care and overall experience, and it is reflected in all her interactions.
Susan is an exceptional leader whose dedication and diligence shine through in every task she takes on. Her unwavering commitment to excellence ensures that each day begins with positivity and professionalism, creating an environment where her team is set up for success. Susan's leadership style is both inspiring and empowering—she challenges her team in meaningful ways that not only boost morale but also drive measurable improvements in our overall performance. Her ability to lead with both heart and strategy has a transformative impact, fostering growth, collaboration, and a shared commitment to achieving our goals.
Bradley’s commitment to patient care and the overall patient’s experience cannot be measured by words, rather captured in how he makes those patients feel after resolving all their issues. Bradley is a consummate team player, stepping up to lead various initiatives, all while maintaining exceptional quality. Bradley’s ability to adapt to change is one of the key characteristics to his success at LYP. He welcomes the challenge that comes with change and approaches it head on. He has been paramount to the success his team and aided in the development of several team members through training and coaching efforts.
Learn how LYP Health Management shows your patients how much you care.