# 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**: 6,000 - **Weighted AHT**: 6.2 min - **Weighted coverage**: 55% - **Net annual value after platform cost**: $10,035 - **Gross annual savings**: $99,063 - **Time freed up**: 1.8 people's worth - **Hours freed / month**: 313 - **Coverable calls / month**: 3,270 - **Annual platform 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. "We are underwater and cannot take on a project right now." That is exactly why you do this. Step 1 creates breathing room. 2. **Improve efficiency over time** Calls get shorter. Fewer get transferred. Routing gets smarter. "Will service quality suffer?" We measure handle time and transfers improving without hurting patient satisfaction. If metrics dip, we pause. 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. "Leadership will not approve anything that looks like layoffs." This step only happens after 30 to 60 days of stable service levels. And it is attrition, not cuts. Many teams never do Step 3 at all. - **55% Weighted Health Note coverage** - **6.2 min Weighted handle time** - **$26/hr Blended labor rate** ## Who needs to sign off ### And what they are really asking. #### Operations "Will this make my life easier or harder?" Step 1 absorbs the volume you are drowning in. Step 2 reduces call time and transfers. Step 3 only happens when you are ready. #### Finance "Can I verify these numbers?" The inputs are yours: your total call volume, your category mix, your onshore/offshore staffing split, and your labor costs. We provide benchmarks, but the math uses your data. #### Clinical Leadership "Will patients notice?" Yes, in a good way. 24/7 availability means fewer missed calls. Cancellations fill faster because the system can rebook immediately. #### IT and Compliance "Is this going to create problems for us?" HIPAA compliant with a signed BAA. Every interaction is documented automatically. Improvements are consistent and lasting. ## The formula. Check it yourself. 1. **Monthly call volume** Total calls per month 2. **Weighted handle time** Call mix share × typical minutes for each task type 3. **Covered hours by category** Sum of each category's monthly calls × category coverage × typical minutes ÷ 60 4. **Annual platform cost** Completed covered calls × Health Note pricing by call type × 12 5. **Net annual value** Gross annual capacity value minus annual platform cost 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.