CONTACT CENTER SERVICES
Inbound and Outbound Engagement, Follow Up, and Documentation Support
At Knack RCM, we manage all aspects of patient and physician outreach, contact support, and document collection—so your team can focus on patient care. Our proprietary software and e-document capabilities deliver visibility into the status of every record, automating where possible and assigning the right specialist based on need. Whether it’s a physician call, patient inquiry, or documentation follow-up, we match each task with trained staff and optimized workflows.
Physician Contact Services
We support timely and professional physician outreach, including:
- Initial outreach to physicians
- Phone and fax research
- Follow-up documentation requests
- Rework and clarification calls
- Marketing product engagement calls
Patient Contact Services
Our experienced team handles all types of patient interactions with care and precision:
- Intake
- Patient appointment scheduling
- Physician information updates
- General physician denial
- No physician response
- Patient status updates and product inquiries
Each Month, Our Team Completes:
Hear Our Team in Action: Sample Calls
Experience the quality and professionalism of our contact center staff.
Inbound Call
Outbound Patient Call
Outbound Physician Call
Scheduling Call
E-document and
Faxing Services
- Initial prescription / DWO / CMN requests
- Rework and additional documentation requests
- Medical records requests
- Letters of Medical Necessity
- Customized requests based on program needs
Built-in Control, Accuracy and Customization
Our system ensures secure, consistent, and controlled communication.
- Automated, rules-based faxing: Agents are not creating specific messages, ensuring consistent tone, content, and timing.
- Doctor-specific handling: Clients can lock down contact details for local offices, requiring specific fax or phone usage, custom contact frequencies, or alternative methods, such as secure email.
- Smart fax tracking:Where doctor-specific information is not required, if a faxed request results in a signed return, the system automatically confirms and promotes the fax number for future use.
- Reliable contact info: Fax numbers that fail multiple times are automatically routed to our research team for validation and updates.
Targeted call campaigns: Calls are grouped and routed based on purpose (e.g., physician, patient, or payer), driving efficiency and improving response rates
Streamlined and Scalable
From a single intake call to full campaign management, our contact center workflows are designed to adapt to your needs. Every communication—whether by phone, fax, or email—is managed through a smart system that prioritizes accuracy, consistency, and speed.
Knack RCM helps you reduce delays, minimize errors, and deliver a better experience—for physicians, patients, and your staff.