Our consultants use 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 Contact Center 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 Contact Center’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 Contact Center 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 Contact Center 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 Contact Center engagement is determined based on each organization’s specific needs.
LYP Contact Center launched in 2013 under a different name: Path Forward Patient Call Center and later, iVY. Our name is new, but our service and reputation remain unchanged throughout the industry. With 10 + 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 of transparency. 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.
Tariq’s outstanding service inspires patients to take the time to share their great experiences. From one happy patient, “Tariq was very polite and provided me with all the information I needed. He deserves an A+! I hope I get to talk with him every time I call.”
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 Contact Center, 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.
Zadia’s positive attitude is contagious. Patients often compliment her for brightening their day as she helps schedule appointments or connect them with their doctors. Her unwavering commitment to creating the best experience for patients carries over into how she leads her team, and as she often says, “Teamwork makes the dream work."
Learn how LYP Contact Center shows your patients how much you care.