DON’T PASS UP ON PAS: THE ‘PATIENT ACCESS SERVICES’ PATH TO ENHANCED CARE NAVIGATION

Credit by Yashraj Bhawsar


Superlative patient experiences will never go out of trend. But in the era of increasing pressure on institutions and an exceedingly high number of key interactions between patient and provider becoming virtual, it becomes essential to focus on precision and speed. The best way? An enterprise contact centre.


Leveraging technology to ease patient journeys through the healthcare system must take precedence in an increasingly people-centric healthcare system. With Patient Access Services (PAS) – often seen as the nerve centre for care navigation – facilities like onboarding patients, conducting successful outpatient programs, managing services in speciality care, complex care coordination and more can be streamlined.



PAS also serves to fulfil the essential function of platform consolidation. The typical scenario today entails personnel using 10-16 separate systems that do not talk to each other or share data well.


PAS centres can range from basic to advanced based on requirements around type of patient interaction, problem solving capabilities and coordination requisites. Basic centres perform tasks expected of a simple contact centre like providing patient onboarding, appointment scheduling and enquiry services.


PAS turns a call centre into a strategic asset that can revitalize patient experience and healthcare providers the world over are already leveraging it for care navigation.


The overarching goal that fuels PAS


At a high-level, a PAS system will

  • Increase staff satisfaction and empowerment and

  • Increase patient/caregiver satisfaction.

It is essential to note the order in which these have been listed because having engaged and happy staff on the other end of the phone or email is the KEY to delivering a better patient experience. The vision behind every Patient Access Services centre is improving patient experience and is achieved through carefully balancing several essential factors that come together to create a PAS centre that ensures a high level of patient satisfaction.

Here are the core elements that are critical in designing the PAS experience,

Challenges that PAS helps healthcare providers master,


  • Lack of intelligent Automation

  • Cumbersome, low quality UserExperience

  • Fragmented, difficult to visualize Data

  • Absence of customization that meets emerging requirements

  • Limited insights, alerting mechanisms and classification tools that affect

  • Decision Making

  • Consistently upgrading Security

  • Missing Clinical Compatibility of most offerings in the market

  • Inconsistent user and patient related metrics leading to problematic Operational Analytics

Solution Differentiators


The differentiators that put Persistent’s PAS Solution in the spotlight are:

  • Quicker build and deploy time

  • Add-on components specific to Patient Access Care or Care Coordination

  • Next generation Lightning interface

  • Deep-learning chatbot & AI

  • Automation strategies such as Patient360, CTI that reduce the complexity of tasks currently performed

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