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Integrated Patient Access
& Lifecycle Infrastructure
Move beyond the limitations of a 9-to-5 receptionist. THG provides a scalable, secure, and multi-layered scheduling infrastructure that ensures your patients, policyholders, constituents, and clients always find an open door.
Human-Centered
A human-centered system boosts "Value-in-Use. In pharmaceutical research, it turns data into a narrative of patient journey, adding greater value for decision-makers.
HIPAA-Compliant Contact Center
Managing Protected Health Information (PHI) requires strong encryption and strict access controls to comply with federal privacy, vital for reducing legal risks and ensuring stability.
24/7 Reliability & Scalability
Continuous 24/7 coverage eliminates service gaps, while rapid scalability for volume spikes ensures the value chain remains agile and efficient.
Operational Support
Scheduling and Hotlines
Service | Industry | Description |
|---|---|---|
After-Hours Physician & Specialty Clinic Answering | Medical / Healthcare | Inbound calls are routed to trained agents who use structured protocols to triage inquiries, schedule urgent appointments, or escalate emergencies to on-call staff. |
Patient Support Program (PSP) Fulfillment | Pharma | A PSP is a specialized service, often funded by pharmaceutical or biotech firms, designed to support patients throughout their treatment journey. This represents a shift toward Service-Dominant Logic, where value is co-created through ongoing interaction rather than a simple product sale. |
Automated Patient Re-Engagement & Scheduling | Medical / Healthcare | Outbound communication strategies (calls, SMS, or email) are used to gather feedback from those who have stopped using a service and offer tailored solutions to re-start their journey. |
Pharmacovigilance (Adverse Event) & Product Complaint Reporting | Pharma / Life Sciences | Managing incoming calls from patients, caregivers, and healthcare professionals (HCPs) who need to report side effects (adverse events) or technical issues with a medication or medical device. Agents are trained to follow strict protocols to capture required data points, such as patient identifiers, reporter details, and the description of the event, ensuring the information is processed according to FDA or other regulatory timelines. |
Clinical Trial Recruitment & Pre-Screening Hotline | Life Sciences / Healthcare / Public Health | This service streamlines the recruitment process for research sites by ensuring that only potentially qualified candidates are referred for further clinical evaluation, saving time and resources for the principal investigators. |
Data Integration
& Actionable Insights
A scheduling infrastructure is only as strong as the data it produces. THG ensures that every interaction is not just a conversation, but a data point that feeds your strategic decision-making.
Real-Time Dashboarding
Access live metrics on call volumes, recruitment success rates, and patient sentiment to monitor the health of your project in real-time.
Seamless CRM/EHR Integration
Our HIPAA-compliant protocols ensure that patient data, scheduled appointments, and adverse event reports are securely synced with your internal systems
Narrative Analysis
Beyond the numbers we provide qualitative summaries that capture meaning behind patient barriers, allowing you to refine your outreach strategy based on actual feedback.