See every patient call. Not just the 5% your QA lead gets to.
Most call QA tools score against protocols. Almost none re-score the patient profile after every contact. QueSee does both - greeting, triage, scheduling accuracy on every call, plus no-show risk, payment friction, and follow-up tracking written into Epic, Cerner, or Athena.
Patient access teams run on partial visibility
The phone is the front door. Most health systems grade 2-5% of calls against the protocols on the wall. The other 95-98% go to nobody.
No-shows trend up. The signal lives in the call - and never gets reviewed.
Patients hesitate on the reschedule, ask for a different time, hang up uncertain. Schedulers log "scheduled" and move on. The slot goes empty Tuesday. A 200-bed system loses $200-400 per missed clinic visit, $1,200-2,400 per imaging slot.
Industry estimates
Compliance attestations eat weeks of QA time
Sample-based review is slow and inconsistent. When the audit hits, the team scrambles to pull recordings. Documenting the same protocol checks across hundreds of calls is manual work that nobody has time for.
Healthcare QA averages
Front-desk burnout stays invisible until it isn't
New hires get scored a few times in month one, then never again. Top performers leave because nobody noticed. The signals are in the calls - tone, escalation handling, callback adherence - and they go to nobody.
Operator interviews
Six call centers, one Director
Scheduling, pre-reg, financial clearance, referral intake, after-hours nurse triage. Every center has its own SOPs and its own failure modes. The rollup is a quarterly PowerBI export. A nurse manager described it on a call with us: 2,200 live cases, one QA agent per region, random chart audits when there's time.
Operator interviews
Score the call. Update the patient.
One view scores every call. The other re-scores every patient after every contact. The Director opens the second view first.
Every call, scored against your protocols
Within minutes of the call ending, QueSee scores it. Tunable in week one. Spanish-language calls scored at parity with English. Missed escalations and protocol breaks surface in a daily review queue, not a quarterly report.
- Greeting and identity verification
- Urgent-symptom triage adherence
- Scheduling accuracy and callback adherence
- Scripted disclosures and recording consent
- Spanish-language calls scored at parity with English
- Daily review queue, not quarterly report
Every patient, re-scored after every contact
After the call ends, the patient's record updates. Not a static QA score - a living profile. This is the part the CMO and COO want.
No-show risk
Patient hesitated, asked for a different time, never confirmed. Trending up.
Treatment compliance signal
Missed two follow-up confirmations in 30 days.
Escalation risk
Third complaint about wait time in 60 days.
Satisfaction trend
Tone shift across the last four contacts.
Payment and insurance friction
Patient uncertain about copay before MRI - flagged for financial counselor.
Follow-up promised vs delivered
Scheduler said "we'll call you back Tuesday." Did anyone?
Caregiver involvement
Spouse, adult child, or POA flagged for next contact.
The patient access dashboard a Director opens at 7am
Not a call log. A patient-by-patient view rolled up by site, by team, by agent. 40 minutes of dashboard hopping becomes one screen.
When the Director opens QueSee at 7am, the first thing she sees is not yesterday's call volume. It's the patients who need attention today, the schedulers who need coaching this week, and the cross-site numbers that drive Tuesday's leadership huddle.
- Today's schedule risk: patients flagged as likely no-shows, with the call that triggered the flag
- Today's payment friction: patients with copay or coverage uncertainty before tomorrow's encounters
- Today's escalations: complaints, missed escalation scripts, follow-ups promised but not delivered
- This week's coaching list: schedulers and reps whose scores moved, with the specific calls behind the score
- Cross-site benchmarks: speed-to-answer, abandon rate, first-call scheduling resolution, callback adherence by site
40 minutes of dashboard hopping becomes one screen.
Patient Access Dashboard
Tuesday, 7:02 AM - rolled up by site, team, agent
Today's schedule risk
14 patients flagged as likely no-shows, with the calls that triggered the flag.
Today's payment friction
9 patients with copay or coverage uncertainty before tomorrow's encounters.
Today's escalations
Complaints, missed escalation scripts, follow-ups promised but not delivered.
This week's coaching list
Schedulers and reps whose scores moved, with the specific calls behind the score.
Cross-site benchmarks
Speed-to-answer, abandon rate, first-call scheduling resolution, callback adherence by site.
What lands in Epic, Cerner, or Athena when the call ends
Referral intake
- Telephone encounter documented with call summary
- Scheduling task created in cardiology pool
- Insurance plan flagged for prior auth based on what the patient said
- Scheduler types nothing
Scheduling
- Patient tagged as no-show risk when call ends without confirmed slot
- Callback task created automatically
- Schedule density forecast updated for that clinic
Pre-registration
- Payment uncertainty detected on benefits-confirmation calls
- Friction flagged in patient banner
- Financial counselor task created
- Point-of-service collection rate goes up
After-hours triage
- Symptom set detected and logged
- Documented escalation script validated against the call
- On-call MD task opened, same-day callback queued
- Missed scripts surface to medical director before shift start
Billing question
- Dispute reason captured
- Account flagged for follow-up
- Call routed to manager queue if language escalates
Complaint
- Pattern tagged across multiple contacts
- Routed to HR review when threshold is hit
- Patient profile updated so the next person who picks up knows the history
Three lines forwardable to the CMO
The Director copies these into an email. The CMO reads them in 30 seconds and knows what QueSee does, what it costs, and how fast it goes live.
$70 per agent per month. Published rate. 11-day setup. Add-on, not a phone-system swap.
Production proof at 25-agent scale. Healthcare case study in flight with a piloting practice.
360Broadband - 20,000+ subscribers, 25+ agents
“You created a system who can do my job in five seconds.”
Every phone system. Every EHR. 140+ pre-built connectors.
Epic
5-10 working daysTelephone encounters, scheduling tasks, financial counselor tasks, prior auth flags written through the EHR's API surface and your existing middleware. Spec goes to your Epic team in writing before any code touches your environment.
View Epic IntegrationCerner
5-10 working daysSame playbook as Epic. Notes, tasks, and flags land in the patient chart when the call ends. Schedulers stop typing. The Director sees a single rollup across departments.
View Cerner IntegrationAthena & eClinicalWorks
5-10 working daysathenaOne and eClinicalWorks connect through the same write-back model. Telephone encounters, scheduling tasks, and patient banner flags fire in week one.
View Athena & eClinicalWorks IntegrationGenesys, Five9, Dialpad, RingCentral
Same day setupPre-built connectors for the contact center stack patient access teams already run. Audio in, structured intelligence out. After-hours triage misses route to the medical director's phone via Teams the same morning.
View Genesys, Five9, Dialpad, RingCentral IntegrationCompliance and security
Healthcare buyers ask about this first. Honest current state. Need a deeper review? We send a SIG response and walk a Zoom session the same week.
$70 per agent per month. Published rate.
No setup fees. No per-call charges. No per-minute audio fees. 11 days from contract to first scored call. Each additional site is 3-5 days because the scorecard, integration, and security review carry over.
Per Agent
- 100% of calls scored against your protocols
- Patient profile re-scored after every contact
- Notes, tasks, and flags written into Epic, Cerner, or Athena
- Spanish-language scoring at parity with English
- Cross-site rollups for the Director's 7am view
- 11-day setup, 3-5 days per additional site
Multi-Site
- Volume pricing for multi-site deployments
- Twelve sites rolled out in under 8 weeks (reference)
- Cross-site benchmarks built in
- BAA signed at pilot launch before any patient data is processed
- Dedicated implementation lead
- SIG response within the same week
Pilot
- One site, one scorecard, one EHR write-back path
- Full coverage on the agents in scope
- Read-out at day 30 with the data
- If it's not a fit, we say so on the call
- Convert to per-agent pricing after pilot
- No setup fees during pilot
The math: a Patient Experience Manager runs $65-85K loaded and reviews 3-5% of calls. QueSee scores 100% of calls at $70 per agent. A 40-agent center runs about $2,800/month for full coverage. Recovering one no-show MRI slot a week at $1,800 covers it twice over.
Common questions from health systems
See every patient call, not just the 5% your QA lead gets to.
A 30-minute call walks through your call volume, your existing protocols, your phone system, and what coverage looks like in week three. If it's not a fit, we say so on the call. $70 per agent per month. 11 days from contract to first scored call.