Multi-site provider groups operate contact centers that serve dozens to hundreds of locations, each with different providers, schedules, specialties, and sometimes different EHR instances. The CX challenge is providing centralized service with local knowledge: a patient calling about their doctor at the Oak Street clinic expects the agent to know that location's hours, providers, and services.
Map your current capabilities across all 7 layers: 35 checkpoints. Mark what you have, what you need and what is planned. Your answers stay in this browser tab.
Figures for this segment
No public benchmark exists for these figures in this segment. Measure your own with the tool named beside each.
FAQ bots for hours, locations, accepted insurance, and new patient process
Waitlist management bots offering cancellation fill opportunities
Key risk:Scheduling bots booking appointments without insurance verification
Layer 3: Policy & Guardrails
0 of 5 in place
Set the rules. Vendors in this layer include Pindrop, Imprivata, LexisNexis Health.
HIPAA compliance for patient communications across all channels
Patient identity verification for phone, chat, and messaging interactions
Consent management for communication preferences and marketing
TCPA compliance for automated outbound calls and texts
State-specific telehealth consent requirements for virtual visits
Key risk:TCPA violations from automated reminder calls to patients who haven't consented
Layer 2: Workflow Execution
0 of 5 in place
Do the work. Vendors in this layer include Salesforce Health Cloud, Luma Health, Notable, UiPath.
New patient registration workflow with insurance and demographics collection
Referral intake and scheduling workflow with referring provider notification
Prescription refill workflow routing through provider approval queue
Prior authorization tracking workflow with payer-specific requirements
Patient recall workflow for preventive care and chronic disease management
Key risk:Referral leakage: patients referred internally but scheduling externally
Layer 1: Data Access
0 of 5 in place
Know the customer. Vendors in this layer include athenahealth, eClinicalWorks, Epic, NextGen.
EHR integration across all practice locations (may be multiple systems)
Practice management system for scheduling, billing, and insurance
Patient portal integration for online scheduling and messaging
Insurance eligibility verification in real-time
Provider directory with credentials, locations, and availability
Key risk:Multiple EHR instances across locations creating data silos
Mark at least 18 capabilities to see your profile (0 of 35 so far).
Sources and assumptions
Every figure on this page is a published figure checked on the publisher's own page, a labelled planning assumption you can test with your own numbers, or a worked example.
48 hours: Illustrative window before a referred patient books elsewhere. An illustrative scenario with no measured window.
No public benchmark
Average handle time, provider groups contact centers. No regulator or trade body publishes handle time for this segment; CMS call center monitoring measures hold time; handle time is outside its scope. Measure yours in AHT Decomposition.
First contact resolution, provider groups contact centers. No regulator or trade body publishes first contact resolution for this segment. Measure yours in FCR Leakage Diagnostic.
Customer satisfaction, provider groups contact centers. No public CSAT percentage exists for this segment; CAHPS, ACSI and J.D. Power publish index scores on other scales.
Self-service containment, provider groups contact centers. No regulator or trade body publishes self-service containment for this segment. Measure yours in AI Deflection Reality Check.