Healthcare revenue cycle management partner drives < 3 % call abandonment and 97 % QA accuracy by putting rigorous human-led auditing at the heart of patient interactions
As healthcare providers face mounting pressure to enhance both financial performance and patient experience, CaduceusHealth is delivering measurable results through an unconventional yet highly effective strategy: a contact center model driven by rigorous internal Quality Assurance.
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Since 1997, CaduceusHealth has supported physicians and healthcare organizations across the U.S. with fully outsourced, U.S.-based solutions for revenue cycle management, staffing, coding, and analytics. Thousands of providers rely on the company’s expertise to streamline operations and improve business performance.
A core component of that value is solving one of healthcare’s most persistent operational pain points: managing inbound calls. Many practices struggle to answer phones consistently, frustrating patients with long waiting times or voicemails. CaduceusHealth addresses this with a human-first contact center model that ensures live agents answer calls in under 30 seconds, well below the industry average of one minute.
“The biggest innovation in our contact center hasn’t been technology,” said Grant Knaggs, Chief Operating Officer at CaduceusHealth. “It’s the discipline of monitoring and improving how we serve every patient, every day.”
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CaduceusHealth’s fully remote contact center boasts an industry-leading call abandonment rate under 3%, meaning more than 97% of incoming calls are answered. The company’s internal QA score now averages nearly 97%, with every agent interaction reviewed and scored based on empathy, compliance, resolution, and professionalism.
Rather than relying on short-term tech solutions, CaduceusHealth has built a culture of accountability, feedback, and growth. Key practices include:
- Daily QA audits using a dynamic scoring rubric.
- Supervisor coaching informed by real-time metrics.
- Agent engagement with personal performance dashboards
- Call recordings used for both coaching and recognition.
“We’re not chasing perfection; we’re defining it more clearly each year, and our team keeps rising to meet it,” added Knaggs.
While the company integrates tools like Electronic Health Record (EHR) and Practice Management (PM) systems, it credits its people-first approach—not its platforms—as the primary driver of performance. The result is smoother operations, reduced staff stress, and consistently high patient satisfaction.
“We’re delivering the human touch our clients value,” said Martin Penson, Patient Accounts Director at CaduceusHealth. “And we know it’s working because we’re not hearing from any of them! Our services allow their teams to stay focused on patient care, without the added stress of managing incoming calls.”
Looking ahead, CaduceusHealth plans to evolve its QA framework to meet the needs of a growing, diverse patient population:
- Multilingual scoring rubrics for non-English-speaking patients
- Expanded calibration sessions with client collaboration.
- Annual quality reporting to promote transparency and learning.
“This is about more than metrics,” said Knaggs. “It’s about empathy, precision, and professionalism, one patient interaction at a time.”
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Source – PR Newswire
