ROI Playbook for Patient Access

Model your call mix. See what Health Note could absorb.

Set your total calls per month, adjust what your call center handles today, and set Health Note coverage for each category to model how much repetitive work can come off your team.

Your operation

Set the workload on your phones.

These inputs set monthly volume, staffing mix, and labor value. The call mix below drives the weighted handle time automatically.

  • Total calls per month
    Typical range: 3,000 to 10,000

  • Staffing cost mix
    Set one hourly cost for onshore staff and one for offshore staff, then use the slider to show how your total call volume splits between them.
    Onshore hourly cost ($): Offshore hourly cost ($): Volume split across staffing model: 65% onshore / 35% offshore
    Blended labor rate: $26.40/hr

  • Health Note pricing
    Set one price for completed Health Note calls and one for transfers and switchboard. Transfers and switchboard are currently modeled from the Other admin requests slice.
    Completed call price ($):
    Transfer/switchboard price ($):
    Annual platform cost: $89,028

Call-center task mix

Adjust what those calls are made of.

Each category uses one combined slider with two dots: one for total call volume share and one for the portion of that share Health Note can cover.

  • Scheduling and rescheduling
    28%
    4.5 min avg
    Health Note covered share: 20% (70% of this category)
    Total call volume: 28%
    1,176 calls/month covered in this category at the current setting.

  • Referrals and prior auth follow-up
    16%
    7.5 min avg
    Health Note covered share: 10% (60% of this category)
    Total call volume: 16%
    576 calls/month covered in this category at the current setting.

  • Billing and insurance questions
    12%
    5.5 min avg
    Health Note covered share: 7% (55% of this category)
    Total call volume: 12%
    396 calls/month covered in this category at the current setting.

  • Prescription refill requests
    14%
    4.0 min avg
    Health Note covered share: 7% (50% of this category)
    Total call volume: 14%
    420 calls/month covered in this category at the current setting.

  • Clinical questions and triage
    18%
    10.0 min avg
    Health Note covered share: 5% (25% of this category)
    Total call volume: 18%
    270 calls/month covered in this category at the current setting.

  • Other admin requests
    12%
    6.0 min avg
    Health Note covered share: 7% (60% of this category)
    Total call volume: 12%
    432 calls/month covered in this category at the current setting.

Call mix model

Segment coverage shown category by category.

55% weighted coverage
The pie shows what your phones are handling now. Inside each slice, the darker shaded area is what still needs staff work and the dimmed area is the portion Health Note could cover.

  • Current mix:
    Scheduling 28% • Referrals 16% • Billing 12% • Refills 14% • Clinical 18% • Other 12%

  • Coverage by category:
    Scheduling 70% • Referrals 60% • Billing 55% • Refills 50% • Clinical 25% • Other 60%

  • Staffing mix:
    Onshore 65% • Offshore 35%

  • Health Note pricing:
    Completed calls $2.50 • Transfers/switchboard $0.75

Monthly calls

  • Total: 6,000

Weighted AHT

  • Average Handle Time: 6.2 min

Weighted coverage

  • Coverage: 55%

Net annual value after platform cost

  • Value: $10,035

Gross annual savings

  • Savings: $99,063

Time freed up

  • Equivalent: 1.8 people's worth
  • Hours freed / month: 313
  • Coverable calls / month: 3,270

Annual platform cost

  • Cost: $89,028

This assumes standard Health Note completed-call pricing for covered calls and the transfer/switchboard price on the Other admin requests slice. Net value is gross labor savings minus annual platform cost.

Capacity value, not headcount reduction.

Time goes back to your team

Staff spend less time on repetitive calls. That time goes into backlog, callbacks, and tasks that get pushed to tomorrow.

Cash savings come later

To turn capacity into cash, you would avoid a hire or cut overtime. But you do not have to. Most teams start by handling more with who they have.

Three steps, in order. No shortcuts.

Here is how to get there safely.

  1. Handle more with the same team Use automation to absorb volume and backlog without hiring.

  2. Improve efficiency over time Calls get shorter. Fewer get transferred. Routing gets smarter.

  3. Reduce headcount through attrition (when ready) Once performance is stable, you may not need to replace people who leave. This step is optional and on your timeline.

Who needs to sign off

And what they are really asking.

  • Operations: "Will this make my life easier or harder?"
  • Finance: "Can I verify these numbers?"
  • Clinical Leadership: "Will patients notice?"
  • IT and Compliance: "Is this going to create problems for us?"

The formula. Check it yourself.

  1. Monthly call volume
  2. Weighted handle time
  3. Covered hours by category
  4. Annual platform cost
  5. Net annual value

Not sure about your call volume? Many access teams start with 3,000 to 10,000 calls per month. Use your real monthly call total if you have it, then adjust the mix and coverage assumptions from there.