Care that doesn't compromise.
HIPAA-aligned patient engagement that protects both regulatory compliance and human compassion. Appointment scheduling, eligibility verification, member services, and post-visit follow-up — all delivered with the discretion the industry demands.
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The Challenge.
Regulation without exception
PHI handling, HIPAA alignment, and audit trails aren't features — they're the floor. One mishandled record is a reportable event.
Volume that swings with care cycles
Open enrollment, flu season, recall campaigns — patient contact volume spikes hard, and abandoned calls become missed care.
Patients, not tickets
Every interaction happens at a moment of stress or need. Tone, patience, and accuracy carry clinical weight.
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How ACES Helps.
Compliance by design
ISO 27001-certified information security, role-based access, and documented PHI handling protocols on every engagement.
Elastic patient access
Follow-the-sun staffing that absorbs enrollment surges and recall campaigns without service-level decay.
Trained for the moment
Agents certified in healthcare communication — empathy protocols, escalation criteria, and plain-language explanations.
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Services for Healthcare.
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Omnichannel Customer Support
Voice, chat, email, social media — unified support that meets your customers where they are.
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Appointment Setting & Retention Campaigns
Qualified appointments for your sales team and retention programs that protect lifetime value.
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Back-Office & Administrative Support
Operations that scale without overhead. Data entry, reconciliation, ops support.
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Compliance & Security.
- HIPAA-aligned handling protocols for PHI across every channel
- ISO 27001 (Information Security Management Systems) certified operations
- Role-based access controls and full interaction audit trails
- Business Associate Agreement (BAA) readiness
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Metrics That Matter Here.
Show Rate
Appointments held vs. scheduled — the metric that fills care gaps.
SL%
Answer speed on patient lines — access is a clinical outcome.
FCR
Eligibility and benefits questions resolved on first contact.
Quality Score
Compliance-weighted QA on every sampled interaction.
Ready to extend your team?
Talk to our team about how ACES can integrate as your customer experience partner — across voice, chat, email, and back-office.